Senior Product Support Engineer

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

At Nautilus, we have a big and important mission: improve the health of millions by unleashing the potential of the proteome to accelerate drug development and enable a new world of precision and personalized medicine. We are developing a single-molecule protein analysis platform of unprecedented sensitivity, scale, and ease of use that we believe will democratize access to the proteome – one of the most dynamic and valuable sources of biological insight. To accomplish this, we are pursuing hard scientific problems with an entrepreneurial mindset and creating a world-class team of builders, innovators, and dreamers across a wide range of disciplines.

We are hiring for a Senior Product Support Engineer to join our growing team. The Product Support Engineer is responsible for installing, supporting, and improving complex biotech instrumentation onsite and in customer environments. This role sits at the intersection of customers, engineering, manufacturing, and quality, ensuring high system availability while driving rapid learning and product improvement during early commercialization. This position is hands-on, customer-facing, and requires strong technical troubleshooting skills combined with disciplined documentation and feedback into design, manufacturing, and quality systems.

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 system uptime
• Respond to internal and external customer escalations
• Provide on-site and remote technical support
• Represent the company professionally in customer laboratories and production environments
• Troubleshoot complex system failures using structured problem-solving (RCCA)
• 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 (DFS), reliability, and DFM/DFT improvements
• Support implementation of design changes, ECOs, and service bulletins
• Participate in pilot builds, validation testing, and release readiness activities
• Create and maintain service procedures, troubleshooting guides, and installation documentation
• Follow complaint handling, nonconformance, and CAPA processes
• Ensure service activities comply with company 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 and Applications teams during critical customer interactions when needed

Requirements

• Bachelor’s degree in engineering, Biotechnology, or related technical field
• 8+ years of experience supporting complex instruments or capital equipment
• Experience in biotech, life science devices, medical devices, or analytical instrumentation strongly preferred
• Strong hands-on troubleshooting of electromechanical and fluids systems
• Comprehensive knowledge of optical imaging systems, with particular strengths in fluorescent imaging
• Experience with fluidics, pneumatics, sensors, valves, optics, or robotics preferred
• Comfortable working with PC & Linux based systems, firmware, and software diagnostics
• Ability to read & create schematics, drawings, and technical documentation
• Excellent problem-solving and root cause analysis skills
• Strong written and verbal communication
• Comfortable working independently in customer environments
• Able to manage multiple priorities in a fast-paced and evolving organization
• Flexibility to travel up to 50%

Compensation Range: $145K - $196K