Product Support Engineer

Posted on

December 9, 2025

Pleasanton

About Us

We are a rapidly growing biotech organization based in Pleasanton, CA, dedicated to developing and commercializing next-generation sample preparation tools for genomic applications. Our success is built on sophisticated instrumentation that fuses electrical, mechanical, and software engineering with advanced biology. As we continue our rapid growth, we are seeking a versatile engineer to ensure the highest level of performance and reliability for our systems in the field.

We are looking for a highly analytical, resourceful self-starter who thrives on owning complex problems from diagnosis through resolution. If you possess a diverse technical skill set and are passionate about being the technical face of the company to our customers, we want to talk to you.

The Role: The Technical Investigator & Problem Solver

As a Product Support Engineer, you are the critical bridge between our advanced R&D team and our customers. You will be responsible for providing expert, high-level technical support, troubleshooting, and validation for our multidisciplinary instrumentation—covering hardware, firmware, software, and application issues.

This role requires a unique balance: deep technical troubleshooting skills combined with exceptional customer communication and a self-driven desire to master the entire product lifecycle. Significant domestic and occasional international travel (up to 25%) is required to support critical customer installations and field issues.

Key Responsibilities

Lead Complex Technical Investigations: Serve as the primary technical expert for escalated product issues, systematically diagnosing faults that span electrical, mechanical, fluidic, and software/firmware domains.
Triage and Root-Cause Analysis: Utilize a disciplined, data-driven approach (applying first-principles engineering) to determine the root cause of instrument failures or performance deviations.
Full-Stack Troubleshooting: Analyze instrument logs, PCBA schematics, mechanical assemblies, and software code to pinpoint failure mechanisms.
Customer-Facing Resolution & Training: Travel to customer sites to perform critical on-site troubleshooting, repair, installation, and advanced technical training.
Cross-Functional Communication: Collaborate closely with R&D, Manufacturing, and Quality teams to document field failures, drive design improvements, and ensure robust product reliability.
Documentation & Knowledge Transfer: Create and maintain high-quality technical documentation, service bulletins, and knowledge base articles to empower field service teams and customers.

Required Qualifications

Education

B.S. degree or higher in a core engineering discipline (Electrical, Mechanical, Software, Biomedical, or similar).

Experience & Technical Skills

3+ years of professional experience in technical support, product development, or field service engineering for complex electro-mechanical or scientific instrumentation.
Demonstrated versatility across engineering disciplines:
- Hardware: Ability to read and interpret complex electrical schematics (PCBAs, wiring diagrams) and mechanical assembly drawings.
- Software/Firmware: Practical experience with debugging code (e.g., Python, C) and analyzing log files to identify software-related issues. Familiarity with both Windows and Linux-based operating systems.
Proficiency with laboratory test equipment (e.g., oscilloscopes, multimeters, logic analyzers) for diagnosing embedded system issues.
Experience in a customer-facing role, providing high-stakes technical support and training.
Willingness and ability to travel domestically and internationally up to 25% of the time.

Knowledge, Skills, and Problem-Solving Aptitude

Self-Starter & Ownership Mentality: A proven track record of independently taking ownership of complex, ambiguous problems and driving them to conclusive resolution with minimal supervision.
Exceptional Analytical and Investigative Skills: The ability to decompose a system-level failure into its component parts and apply rigorous engineering principles to root-cause determination.
Excellent Communication Skills: Superior verbal and written communication, with the ability to translate complex technical jargon into clear, actionable information for both internal engineering teams and external non-technical customers.
Adaptability: Demonstrated ability to quickly learn and master new technologies and processes within a fast-paced startup environment.

What We Offer

A challenging role that places you at the intersection of our technology and our customers' success.
Opportunity to become a multidisciplinary expert on our flagship product line.
Competitive Salary and an attractive Equity Participation Program.
Flexible Paid Time Off (PTO).
Comprehensive Medical, Dental & Vision Coverage.

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