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Product Support Engineer II - Singapore

NanoString Technologies

NanoString Technologies

Product, Customer Service
Singapore · Remote
Posted on Tuesday, March 12, 2024

Our Mission is to Map the Universe of Biology.

Improving the human condition is what fuels our passion for finding new ways of enabling scientific exploration. As a company, we strive to create end-to-end solutions that are simpler, easier, faster and more relevant to today’s life science challenges.

As the pioneer in the field of spatial biology, NanoString enables scientists across the globe to envision molecular interactions in three dimensions with three different systems, the nCounter® Analysis System, the GeoMx® Digital Spatial Profiler (DSP) and the CosMx™ Spatial Molecular Imager (SMI) platform. As a result, scientists can see the multiomic expression of genes and proteins in the natural context of tissue structure.

Since our founding in 2003, we have earned a reputation as a respected, trusted pioneer of innovative technologies that support our customers in their relentless pursuit of answers. Our products are based on a novel digital molecular barcoding technology invented at the Institute for Systems Biology (ISB) in Seattle under the direction of Dr. Leroy Hood.

With our technologies, our customers continue to extend our understanding of biology to answer previously unsolvable questions with consistent, reliable results.

However, NanoString is much more than innovative products. The secret sauce to the company’s success is our people, who are committed to excellence and dedicated to catalyzing the next biological revolution. Collectively, we live our corporate values of ambition, grit, ingenuity, authenticity, and customers every day…and never stop asking “What if?”

Job Summary:
NanoString is a growing Biotech company with complex support needs for our customers. The Product Support Engineer is a key member of the customer support team at NanoString. They will work closely with the Technical Application Scientists, Instrument Service and R&D teams to diagnose and resolve instrument hardware and software issues for external customers. They will own or orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for customers. They will work closely with R&D both in the diagnosis and resolution of the issue and track instrument performance metrics to inform product development efforts. Using the instrument logs and associated information, they will determine the root cause for all issues and provide support directly to the customer to ensure a successful resolution. Key to the role is the timely and appropriate response to urgent customer concerns, the ability to apply sound judgment to problem solve, and the escalation of issues to management and cross functional peers.

Essential Functions:

  • Provide timely and effective technical support to customers via email, and other communication channels.
  • Diagnose and troubleshoot technical issues related to NanoString products, including hardware and software components.
  • Work closely with customers to understand their specific needs and provide solutions
  • Collaborate with cross-functional teams, including e.g. R&D, Field Service to resolve complex technical issues and to ensure seamless integration of software with hardware components
  • Document and track customer-reported issues, ensuring timely and accurate communication of solutions and updates.
  • Develop and maintain in-depth knowledge of NanoString products, staying current with product updates and new releases.
  • Provide feedback to the product development team based on customer interactions to contribute to product improvement.
  • Identify trends in customer issues and feed back to R&D to develop solutions and prevent future problems.

Qualifications and Requirements:

  • Bachelor's or Master's degree in Computer Science, (Software) Engineering, or a related field.
  • 2+ years of experience developing web applications using C# and angular
  • Strong problem-solving skills and attention to detail.
  • Excellent communication skills with the ability to convey technical information in a clear and understandable manner.
  • Ability to work collaboratively in a fast-paced environment.
  • Familiarity with SQL Query Language, XML, ADO is desired
  • Networking and/or IT support experience is highly desired
  • Cybersecurity and/or mobile development background is a plus
  • Experience with ISO 13485 and/or IEC 62304 is highly desired