Senior Technical Support Engineer, Biotech Instrumentation

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

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