Global Support Engineer

Doist; San Diego (CA); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Stock options

Discretionary annual bonus

No-cost health insurance plans

401k with company match

Flexible paid time off

Job summary

Element Biosciences is seeking a technically skilled Field Service Engineer to support NPI readiness and on-site product launches in a San Diego setting. You will help develop service guides, train Regional Technical Leads and Field Service Engineers, and contribute to global knowledgebase content to ensure successful product introductions.

The role requires 2–5 years in field service for complex instrumentation, strong communication, and hands-on experience with NGS technologies.

Qualifications

• Bachelor's degree in Engineering (Mechanical, Electrical, Biomedical, or related discipline) required
• 2–5 years of experience in field service or technical support within complex instrumentation, biotech, medical device, or similar regulated industry
• Strong written and verbal communication skills; able to document technical issues clearly
• Hands-on familiarity with NGS technologies, including library preparation, sequencing, and data analysis, preferred
• Experience in regulated environments (ISO 13485, GMP) a plus
• Prior experience supporting product launches or NPI activities a plus

Responsibilities

• Support NPI service readiness activities such as service guide development, development of tools and spares BOMs, and service test processes
• Participate in first-wave rollout and support for new product introductions and product extensions
• Assist in developing training materials for Regional Technical Leads and Field Service Engineers ahead of product launch
• Contribute to global knowledgebase content to ensure readiness prior to launch
• Perform Service Regression Procedure testing for product extension and changes
• Author and maintain service bulletins and knowledgebase articles for routine and recurring issues
• Support standardization of troubleshooting documentation and escalation records
• Maintain SD HQ instrumentation supporting Service Training and internal validation testing
• Partner with R&D, Product Support, and Regional Tech Leads on service-related feedback and product improvement input
• Participate in service process improvement discussions and contribute to standardization efforts

Job description

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

Essential Functions and Responsibilities:

• Support NPI service readiness activities such as service guide development, development of tools and spares BOMs, and service test processes
• Participate in first-wave rollout and support for new product introductions and product extensions
• Assist in developing training materials for Regional Technical Leads and Field Service Engineers ahead of product launch
• Contribute to global knowledgebase content to ensure readiness prior to launch
• Perform Service Regression Procedure testing for product extension and changes
• Author and maintain service bulletins and knowledgebase articles for routine and recurring issues
• Support standardization of troubleshooting documentation and escalation records
• Maintain and update technical reference materials as products and procedures evolve
• Apply engineering analysis across mechanical, fluidics, optics, electronics, and SW/FW subsystems to diagnose root cause and determine the appropriate resolution path for escalated technical issues, exercising independent judgment on complexity, risk, and resolution strategy
• Serve as a technical escalation resource to Field Service Engineers, providing on-site diagnostic support for complex or unresolved cases outside standard field-level troubleshooting scope
• Evaluate returned field parts to identify failure patterns and inform engineering and field-facing recommendations
• Maintain SD HQ instrumentation supporting Service Training and internal validation testing
• Partner with R&D, Product Support, and Regional Tech Leads on service-related feedback and product improvement input
• Participate in service process improvement discussions and contribute to standardization efforts

Education and Experience:

• Bachelors degree in Engineering (Mechanical, Electrical, Biomedical, or related discipline) required
• 2-5 years of experience in field service or technical support within complex instrumentation, biotech, medical device, or similar regulated industry
• Working knowledge of system-level troubleshooting (mechanics, fluidics, optics, electronics, and SW/FW)
• Strong written and verbal communication skills; able to document technical issues clearly
• Ability to work independently with moderate technical guidance and escalate appropriately
• Hands-on familiarity with NGS technologies, including library preparation, sequencing, and data analysis, preferred
• Experience in regulated environments (ISO 13485, GMP) a plus
• Prior experience supporting product launches or NPI activities a plus

Physical Requirements: Ability to lift up to 20 pounds Must be flexible in working hours as this position may require customer support during non-regular business hours

Location: San Diego – on-site Travel: Approximately 10-20% travel, primarily domestic, in support of NPI and escalations

Job Type: Full-time, Exempt Base Compensation Pay Range: $90,000 - $110,000

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off.

Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.