Senior Product Support Engineer II

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