Remote Bioprocess Tech Support Engineer II

RepliGen Corporation; Massachusetts; Remote; USD 58,000 - 72,000; Full time

Job summary

Repligen seeks a motivated Technical Support Engineer II to join our global Service team. You will provide technical support to customers, field service engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies.

The role emphasizes troubleshooting, documenting customer issues in Salesforce, and collaborating with Product Management, Engineering, Quality, and Sales to drive cases toward resolution.

Qualifications

• Bachelor’s degree or equivalent in bio/engineering or life sciences.
• Minimum 3 years of experience supporting bioprocessing equipment or related life sciences activities.
• Ability to troubleshoot technical issues with a structured approach.
• Experience with Salesforce or similar CRM/service systems.
• Experience creating/updating technical documentation (Protocols, SOPs).
• Willingness to travel occasionally for customer site visits and training.

Responsibilities

• Provide timely and effective technical support to customers and internal teams via phone, email, video, and other channels.
• Develop and maintain knowledge of Repligen’s product portfolio and bioprocessing applications.
• Communicate professionally with customers and stakeholders to understand issues and provide updates.
• Assist in troubleshooting technical issues and guide customers through resolution steps.
• Manage support cases in Salesforce with detailed documentation and resolution details.
• Create, review, and update technical documentation and troubleshooting guides.
• Collaborate with cross-functional teams to resolve issues and provide product feedback.
• Coordinate follow-up activities including RMAs and field service dispatch requests.
• Participate in product training and internal knowledge-sharing activities.
• Identify recurring issues and propose process improvements.

Skills

Troubleshooting

Verbal & written communication

Interpersonal skills

English fluency

Travel readiness

Education

Bachelor’s degree in Bioengineering, Biotechnology, Chemistry, Life Sciences or Engineering

Tools

Salesforce

Windows OS

Remote support tools

Job description

Repligen seeks a motivated Technical Support Engineer II to join our global Service team. You will provide technical support to customers, field service engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies.

The role emphasizes troubleshooting, documenting customer issues in Salesforce, and collaborating with Product Management, Engineering, Quality, and Sales to drive cases toward resolution.