Technical Support Engineer - EMEA

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness. We are seeking an early in career Technical Support Engineer – Instrumentation and Software to join the Customer Support team and provide frontline support to the growing EMEA customer base and regional distribution partners. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally with internal partners in Commercial, Operations, and R&D. This position will report to our Senior Manager, Technical Support and is a remote position based in Europe. If you possess the following and want to make a meaningful impact, we invite you to explore this role. Essential Functions and Responsibilities: Provide frontline technical customer support for customer inquiries and system issues via phone and email Manage Instrument and software related customer issues with internal and external support teams to drive issue resolution Triage general customer complaints and delineate applications vs software vs hardware issues Partner closely with regional and global field service and field applications teams to quickly diagnose and address customer end-to-end workflow issues Contribute to the development of instrument troubleshooting methods and tools Respond to customer end-to-end workflow inquiries as part of pre-sales support Utilize service CRM software to dispatch and accurately document work in a timely manner Influence and contribute to customer success initiatives through improvements to KPIs (Complaint Rate, Mean Time to Repair, Mean Time Between Failure, Warranty Replacement Rate, etc.) Identify