Senior Product Support Engineer

Product Support Engineer

At Nautilus, we have a big and important mission: improve the health of millions by unleashing the potential of the proteome to accelerate drug development and enable a new world of precision and personalized medicine. We are developing a single-molecule protein analysis platform of unprecedented sensitivity, scale, and ease of use that we believe will democratize access to the proteome – one of the most dynamic and valuable sources of biological insight. To accomplish this, we are pursuing hard scientific problems with an entrepreneurial mindset and creating a world-class team of builders, innovators, and dreamers across a wide range of disciplines.

We are hiring for a Product Support Engineer to join our growing team. The Product Support Engineer is responsible for installing, supporting, and improving complex biotech instrumentation onsite and in customer environments. This role sits at the intersection of customers, engineering, manufacturing, and quality, ensuring high system availability while driving rapid learning and product improvement during early commercialization. This position is hands-on, customer-facing, and requires strong technical troubleshooting skills combined with disciplined documentation and feedback into design, manufacturing, and quality systems.

Responsibilities

Install, commission, and qualify instruments internally and at customer sites

Diagnose and resolve hardware, software, fluidic, optical, and electromechanical issues

Perform preventative and corrective maintenance to maintain target system uptime

Respond to internal and external customer escalations

Provide on-site and remote technical support

Represent the company professionally in customer laboratories and production environments

Troubleshoot complex system failures using structured problem-solving (RCCA)

Identify recurring failure modes and contribute to root cause analysis

Document issues clearly and feed findings back to Engineering, Manufacturing, and Quality

Support beta, early access, and commercial customers with high service expectations

Capture field data on reliability, usage patterns, and failure rates

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

Create and maintain service procedures, troubleshooting guides, and installation documentation

Follow complaint handling, nonconformance, and CAPA processes

Ensure service activities comply with company quality system requirements

Support traceability of parts, repairs, and service actions

Partner with Engineering to debug early designs and validate fixes

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

4-8 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 electromechanical and fluids systems

Comprehensive knowledge of optical imaging systems, with particular strengths in fluorescent imaging

Experience with fluidics, pneumatics, sensors, valves, optics, or robotics preferred

Comfortable working with PC & Linux based systems, firmware, and software diagnostics

Ability to read & create schematics, drawings, and technical documentation

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 50%