Senior Technical Support Engineer

Nautilus Biotechnology; San Carlos (CA); On-site; USD 126,000 - 182,000; Full time

Job summary

Nautilus Biotechnology is seeking a hands-on Technical Support professional to be the primary liaison between R&D, Product Support, and internal teams. You will triage and resolve Tier 1 issues, coordinate assay execution, and help maintain formal complaint handling, dashboards, and knowledge bases.

Strong communication and lab experience are essential. Bring 5+ years in biotech support, Jira proficiency, and a collaborative mindset to ensure instrument uptime and rapid issue resolution in a

Qualifications

• Bachelor’s degree in Biology, Biochemistry, Bioengineering, or related field.
• 5+ years in a technical support role in biotech, life sciences, or analytical instrumentation.
• Hands-on experience with lab instrumentation and assay workflows.
• Experience using Jira or similar ticketing systems for support management.
• Strong troubleshooting and communication skills.
• Ability to work independently or with cross-functional teams.
• Willingness to be hands-on in a lab environment.

Responsibilities

• Serve as liaison between R&D, Product Support, and internal teams for instrument and assay issues.
• Act as first contact for technical inquiries on product usage and protocols.
• Triage, prioritize, and track support requests through Jira; route to appropriate teams.
• Resolve Tier 1 issues; escalate to senior engineers or R&D as needed.
• Own standard assay coordination and assist with data analysis.
• Implement and maintain a formal complaint-handling process.
• Coordinate support activities to maximize instrument uptime.
• Troubleshoot hardware, software, and assay issues; document findings clearly.
• Contribute to root cause identification and feedback to Engineering/Product.
• Create troubleshooting guides and knowledge base articles.
• Follow CAPA and quality system requirements.
• Support scalable processes including dashboards and escalation paths.
• Partner with Engineering, Manufacturing, and Applications teams on issues.
• Assist in validating fixes and service bulletins.

Skills

Troubleshooting

Strong communication

Cross-functional collaboration

Lab workflow knowledge

Detail-oriented

Education

Bachelor's degree in Biology/Bioengineering

Tools

Jira

Excel

Python

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.

Responsibilities

• Serve as the primary liaison between R&D, Product Support, and internal experimentalist teams to ensure clear, timely communication on instrument and assay issues
• Act as first point of contact for technical inquiries from internal users, including questions about product usage, instrument performance, and assay protocols
• Triage, prioritize, and track all incoming support requests through the Jira ticketing system; ensure issues are routed to the appropriate teams and resolved within established timelines
• Resolve Tier 1 issues directly whenever possible, escalating to senior support engineers or R&D as appropriate
• Own standard assay coordination: ensure coverage for assay execution, assist with data analysis, elevate failures, and organize cross‑functional discussions when needed
• Implement and maintain a formal complaint‑handling process to ensure issues are logged, tracked, and escalated to the appropriate stakeholders in an organized manner
• Coordinate support activities including scheduling, prioritization, and follow‑through to maximize instrument uptime and utilization
• Perform basic troubleshooting of hardware, software, fluidic, and assay‑related issues; document findings clearly in Jira and internal tracking systems
• Contribute to root cause identification by capturing field and lab observations and feeding structured feedback to Engineering and Product teams
• Create and maintain troubleshooting guides, support procedures, assay coordination protocols, and knowledge base articles
• Follow complaint handling, nonconformance, and CAPA processes; ensure support activities comply with company quality system requirements
• Support the development and transition to scalable support processes including published dashboards, standardized escalation paths, and improved uptime tracking
• Partner with Engineering, Manufacturing, and Applications teams to communicate recurring issues and inform product improvement
• Assist in validating fixes, service bulletins, and design changes as directed by senior engineering staff

Requirements

• Bachelor’s degree in Biology, Biochemistry, Bioengineering, or a related technical field
• 5+ years of experience in a technical support role, preferably in biotech, life sciences, or analytical instrumentation
• Hands‑on experience with laboratory instrumentation and assay workflows; familiarity with proteomics, genomics, or similar platforms is a plus
• Experience using Jira or similar ticketing and issue‑tracking systems for support management
• Strong troubleshooting and structured problem‑solving skills; ability to diagnose and resolve technical issues independently or with minimal guidance
• Excellent written and verbal communication skills; comfortable interfacing with scientists, engineers, and cross‑functional stakeholders
• Highly organized with the ability to manage multiple open issues simultaneously in a fast‑paced environment
• Familiarity with quality management systems, complaint handling, and nonconformance processes preferred
• Proficiency with standard data analysis tools (e.g., Excel, Python, or similar); ability to assist with basic experimental data review
• Ability to work both independently and collaboratively across teams; comfortable with ambiguity and evolving processes
• Willingness to be hands‑on in a lab environment and engage directly with instruments and assay execution as needed

Nautilus Team Culture

• We are determined to do whatever it takes to get our platform into the hands of researchers who will use it to upend the status quo in basic research and healthcare.
• We work on cross‑functional teams, wear many hats, take risks to work through uncertainty, enjoy working collaboratively on challenging problems, and celebrate one another’s victories.
• We go above and beyond, but also strive to provide a supportive atmosphere of colleagues who are willing to lend a helping hand and make working at Nautilus not only fulfilling in its end goals, but enjoyable on a day‑to‑day basis.

Our Values

• Be Excellent
• Be a Good Human
• Catalyze Customer Success
• Dream Big
• Drive for Results
• Enjoy the Voyage
• Succeed as One Team

Compensation Range: $126K - $182K