Bachelor's degree in engineering, Biotechnology, or related technical field
5+ years of experience supporting complex instruments or capital equipment
Experience in biotech, life science devices, medical devices, or analytical instrumentation preferred
Strong hands-on troubleshooting of complex electromechanical systems
Working knowledge of fluidics, optical imaging, and/or electrical systems is a plus
Comfortable with PC & Linux systems, firmware, and software diagnostics
Ability to read schematics and write clear technical documentation
Excellent problem-solving and root cause analysis skills
Strong written and verbal communication skills
Flexibility to travel up to 60% to customer sites
Responsibilities
Install, commission, and qualify instruments at customer sites and internally
Serve as the primary on-site technical resource for customers
Diagnose and resolve hardware, software, fluidic, optical, and electromechanical issues
Perform preventive and corrective maintenance to maintain system uptime
Respond to internal and external customer escalations
Troubleshoot complex system failures using structured problem-solving
Partner with R&D to create field-ready documentation and training
Document service events and provide feedback to Engineering and Manufacturing
Benefits
Opportunity to work closely with R&D and engineering teams
Hands-on role with direct customer interaction
Travel opportunities to diverse customer sites
Engagement in design-for-serviceability and reliability improvements
Dynamic work environment with evolving challenges
Full Job Description
We are hiring for a Senior Product Support Engineer II to join our growing team. This role is our instrument expert in the field, installing, qualifying, and supporting Beta and, soon, commercial customers, while also supporting our internal instrument fleet. You'll work side by side with R&D to turn engineering knowledge into the procedures, test instructions, and guides our team and customers rely on, and feed what you learn in the field back into design, manufacturing, and quality. This position is hands-on and customer-facing, with regular travel to customer sites, and calls for strong troubleshooting skills, especially in fluidics or electrical systems, combined with disciplined documentation.
Responsibilities
Install, commission, and qualify instruments at Beta and commercial customer sites, as well as internally
Serve as the primary on-site technical resource for Beta and future commercial customers, representing Nautilus professionally in customer laboratories
Diagnose and resolve hardware, software, fluidic, optical, and electromechanical issues, on site and remotely
Perform preventive and corrective maintenance across field and internal instruments to maintain target system uptime
Respond to internal and external customer escalations
Troubleshoot complex system failures using structured problem-solving (RCCA); identify recurring failure modes and contribute to root cause analysis
Partner with R&D to capture engineering knowledge and turn it into field-ready documentation and training for the support team
Write and maintain service documentation, including FRU replacement procedures, PM procedures, installation guides, and troubleshooting guides
Update and redline test instructions so they reflect how instruments are installed, qualified, and run in the field
Keep procedures current as hardware, firmware, and software change, and support knowledge transfer across the support team
Document every service event clearly and feed findings back to Engineering, Manufacturing, and Quality
Capture field data on reliability, usage patterns, failure rates, and FRU consumption
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
Partner with Engineering to debug early designs and validate fixes
Follow complaint handling, nonconformance, and CAPA processes, and ensure service activities comply with company quality system requirements
Support traceability of parts, repairs, and service actions
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
5+ 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 complex electromechanical systems
Working knowledge of fluidics, optical imaging (fluorescence a plus), and/or electrical systems (boards, sensors, wiring) is a plus; experience with pneumatics, valves, or robotics also valued
Comfortable working with PC & Linux based systems, firmware, and software diagnostics
Ability to read schematics and drawings, and to write clear technical documentation such as service procedures, test instructions, and PM and installation guides
Experience working with R&D or engineering teams to transfer knowledge into field, service, or manufacturing use
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 60% to Beta and commercial customer sites
