Technical Support Engineer, Element Biosciences
EMEA
Life science company democratizing access to advanced biological tools
Be an early applicant
Life science company democratizing access to advanced biological tools
201-500 employees
Be an early applicant
201-500 employees
Company mission
To empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity, and open the world of biology to new possibilities.
Role
Who you are
- Bachelor’s degree Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or related field (High School Diploma required, Bachelors preferred)
- Minimum 2 years of experience with customer support and/or in biotech industry
- Experience working with instrumentation with optics, microfluidics, and electromechanical systems is required
- Hands on instrument experience with NGS technologies, including library preparation, sequencing, and data analysis a plus
- NGS run performance troubleshooting is a plus
- Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations
- Ability to develop automated troubleshooting tools is a plus
- Experience with customer network setup for both pre and post sales support a plus
- Proven experience in experimental design, data interpretation, and scientific documentation
- Excellent verbal and written communications skills
- Must have good technical writing abilities
- Must be flexible in working hours as this position may require customer support during non-regular business hours
- Fluent English speaking is a must and second language such as French or Italian is preferable
- Physical Requirements:
- Rarely moves boxes weighing 20+ pounds
- Location:
- Remote – The Netherlands is a strong preference
- Travel:
- Approximately 10% international and domestic
What the job involves
- 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
- 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 and contribute to group continuous improvement initiatives
- Intake and triage distribution partner support escalations and inquiries
- Maintain changes to knowledge databases, website, and other company-managed technical information
- Provide instrumentation and software feedback to R&D and product quality teams to develop continuous improvement on existing platforms and influence development of future products
- Display professionalism, understanding, tact, and technical knowledge in all customer interactions
- Interface with internal R&D project teams to develop tech support centric collateral for new product and product extensions
Our take
Element Bioscience specializes in advanced DNA sequencing and multi-omics technology. Its products offer powerful tools for researchers by combining various biological analyses into a single platform. Allowing scientists to examine DNA, RNA, proteins and other cellular components more efficiently and affordably.
The company aims to democratize access to these cutting-edge genomic tools, making high-quality, flexible and cost-effective solutions available to a broader range of researchers. By improving the accessibility and functionality of their technology, Element is accelerating scientific discoveries and enabling breakthroughs in understanding biological systems.
Element Bioscience has continued to expand through innovation and partnerships. In 2025, it announced a collaboration with SOPHiA GENETICS to combine AI-powered analytics with its sequencing systems, helping researchers generate insights more efficiently. The company has also introduced new technology, including the VITARI sequencing system, aimed at lowering the cost of whole genome sequencing and making advanced genomics more accessible to labs of all sizes.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2024
$277m
SERIES D
Jun 2021
$276m
SERIES C
Total funding: $678m
Company benefits
- Your emotional wellbeing: Live a healthier, happier life through our partnership with Spring Health. From meditation exercises to free counseling, Spring Health offers a range of services to support you.
- Your physical wellbeing: Get your sweat on at local EXOS gyms. Enjoy free personal coaching, group fitness classes, sports and more.
- Your financial wellbeing: Grow your savings with expert financial planning advice and stock options that let you share the success of Element.
- Your social wellbeing: Achieve a healthy work-life balance with flexible time off, paid parental leave, and even pet insurance!
- 100% company-paid medical, dental, and vision coverage
- Premier mental health care
- Flexible spending accounts & health savings accounts
- Paid parental leave
- $10,000 fertility benefit
- Company-paid Life and AD&D insurance
- Company-paid Short and Long-term disability coverage
- Grow your savings with a 401(k) match and stock options that let you share the success of Element
- Paid flexible time off for full-time exempt and non-exempt employees
- Pet Insurance
- Free access to 3 local Alexandria EXOS gyms
- Identity theft protection
- Access to discounted tickets, merchandise, and tips
Company HQ
Sorrento Mesa, San Diego, CA
Leadership
Molly He
(CEO)Molly has more than 20 years of experience in technology innovation and management in the biotechnology and health industries. Previously a Senior Director of Scientific Research at Illumina, where they won the Innovation Award twice.
Michael Previte
(Co-Founder, CTO, SVP & R&D)Michael was previously an Associate Principal Scientist at Illumina. While there, they pioneered innovations in advanced sequencing technology for both single-molecular and ensemble-based methods.
Matthew Kellinger
(Co-Founder)Matthew earned their PhD in Biochemistry at the University of Texas at Austin. They previously worked as a Staff Scientist at Illumina where they focused on protein engineering to support and develop the future of genome sequencing.
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