Technical Support Engineer

Lunaphore prides itself on providing world-class technical support to our customers. As the first point of contact, the Technical Support Specialist is the fundamental and foundational role in answering questions about our systems, applications, products, and services, troubleshooting, and technical support. You will have strong analytical skills, an excellent understanding of the systems and applications, ready to join a hard-working team, and be passionate about taking Lunaphore to the next level. The successful candidate will be integral to building and leading technical support functions globally as part of Lunaphore`s rapid expansion plans.

Main Responsibilities:

• This position reports to Director of Customer Support.
• Understand in depth the product's different hardware, software, and applications.
• Provide first-line technical support for customers using Lunaphore products and services.
• Troubleshooting and diagnosis of customer systems and application issues.
• Provide scientific guidance and technical assistance to customers, field-based customer support, and internal teams.
• Log and manage customer queries and issues using relevant Lunaphore SOPs.
• Engage at all scientific levels and consult with customers and scientists at leading academic, research, and industrial organizations.
• Manage the escalation process by interacting with support field teams and appropriate internal departments.
• Support the production of technical content for external and internal use.
• Lead the voice of the customer's initiatives. Manage and present customer feedback within the company.
• Lead the implementation and management of the support questions database.
• Understand thoroughly all the technical aspects of the product on the device side as well as on the application side.
• Collaborate effectively with Sales, Marketing, Customer Support, and R&D to address customer needs and provide high-quality support.
• Help define customer requirements and applications for new products.
• Drive for results by consistently achieving goals and pushing to complete tasks by their deadlines.
• Possess the aspiration, ambition, and potential to manage a team of Technical Support Specialists eventually.
• This position includes limited travel to customer sites (20%) where necessary.

Requirements

• You have a biology background: Ph.D. degree in Biology, Life sciences, Bioengineering, Medicine, or other similar background allowing you to understand the product’s applications easily.
• At least 3 years of commercial field applications experience in the life science environment. However, a very strong Ph.D. scientist with a desire to support customers and succeed in a commercial company will be considered.
• Experience in Microfluidics, Biological Imaging or Computers is beneficial.
• Experience in in-situ techniques, including immunohistochemistry, immunofluorescence, in-situ hybridization, and similar techniques and technologies.

Required soft skills

• You like interacting with people, bringing advice and solutions to them, and demonstrating good customer service skills.
• You can adapt in a constantly changing environment.
• You have the ability to collaborate with others by working in a team, share information with peers and managers.
• You demonstrate critical thinking and analytical skills.
• You demonstrate good organizational skills and attention to detail.
• Fluency in oral and written English is a must.

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