Senior Field Service Engineer - Biotech Instruments

Nautilus Biotechnology; San Carlos (CA); On-site; USD 145,000 - 196,000; Full time

Job summary

Nautilus Biotechnology is seeking a Senior Product Support Engineer to install, support, and improve complex biotech instrumentation onsite and at customer sites. You will interact with customers, engineering, manufacturing, and quality teams to ensure high system availability and rapid product feedback.

The role requires hands-on troubleshooting, disciplined documentation, and the ability to work in customer environments while collaborating with cross-functional teams.

Qualifications

• Bachelor’s degree in engineering or related field.
• 8+ years supporting complex instruments or capital equipment.
• Experience in biotech devices or analytical instrumentation preferred.
• Strong hands-on troubleshooting of electromechanical and fluids systems.
• Fluorescent imaging knowledge strongly preferred.
• Ability to read and create schematics and technical documentation.
• Excellent problem-solving and communication skills.
• Willingness to travel up to 50%.

Responsibilities

• Install, commission, and qualify instruments internally and at customer sites.
• Diagnose and resolve hardware, software, fluidic, optical, and electromechanical issues.
• Perform preventative and corrective maintenance to maintain target uptime.
• Respond to customer escalations both on-site and remotely.
• Provide on-site and remote technical support.
• Represent the company professionally in customer labs and environments.
• Troubleshoot complex system failures using structured problem-solving.
• Identify recurring failure modes and contribute to root cause analysis.
• Document issues clearly and feed findings back to Engineering, Manufacturing, and Quality.
• Support beta, early access, and commercial customers with high service expectations.
• Capture field data on reliability, usage patterns, and failure rates.
• Contribute to design-for-serviceability improvements and DFS/DFT changes.
• Support ECOs and service bulletins; participate in validation testing.
• Create and maintain service procedures and installation documentation.
• Follow complaint handling, nonconformance, and CAPA processes.
• Ensure service activities comply with quality system requirements.
• Support traceability of parts, repairs, and service actions.
• Partner with Engineering to debug early designs and validate fixes.
• Work with Manufacturing and Supply Chain to improve part quality and availability.
• Support Product Management with customer feedback and field insights.
• Assist Sales during critical customer interactions when needed.

Skills

Instruments support

Electromechanical troubleshooting

Fluids systems

Optical imaging

PC & Linux

Firmware diagnostics

Root cause analysis

Technical documentation

Customer communication

Travel readiness

Education

Bachelor’s degree in engineering or related field

Tools

Linux-based systems

Instrumentation firmware

Diagnostic software

Job description

Nautilus Biotechnology is seeking a Senior Product Support Engineer to install, support, and improve complex biotech instrumentation onsite and at customer sites. You will interact with customers, engineering, manufacturing, and quality teams to ensure high system availability and rapid product feedback.

The role requires hands-on troubleshooting, disciplined documentation, and the ability to work in customer environments while collaborating with cross-functional teams.