Senior Technical Support Engineer

Nautilus Biotechnology
United States
Workplace: OnsiteFull timeUSD 126,000 - 182,000 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Troubleshooting","Structured problem-solving","Communication","Organization"]

Own Tier 1 technical support for Nautilus’ single-molecule protein analysis instruments and assay workflows, serving as the key liaison between R&D, Product Support, and internal teams. Triage and track issues in Jira, resolve common problems, coordinate assay execution and complaint handling, and document troubleshooting steps. Help build scalable support processes as the company moves toward commercial operations by driving structured feedback, root-cause inputs, and knowledge base creation.

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FursaFursa
Nautilus Biotechnology
Nautilus Biotechnology
2 months ago

Senior Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own Tier 1 technical support for Nautilus’ single-molecule protein analysis instruments and assay workflows, serving as the key liaison between R&D, Product Support, and internal teams. Triage and track issues in Jira, resolve common problems, coordinate assay execution and complaint handling, and document troubleshooting steps. Help build scalable support processes as the company moves toward commercial operations by driving structured feedback, root-cause inputs, and knowledge base creation.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary liaison between R&D, Product Support, and internal experimentalist teams to ensure timely communication on instrument and assay issues.
  • •Triage, prioritize, and track support requests through Jira, routing issues appropriately and ensuring resolution within established timelines.
  • •Resolve Tier 1 issues when possible, escalating to senior support engineers or R&D as needed.
  • •Own standard assay coordination and implement complaint-handling processes, including scheduling and follow-through to maximize instrument uptime.
  • •Perform basic troubleshooting of hardware, software, fluidic, and assay issues; document findings and contribute structured feedback for root-cause identification.

Pay and Benefits

Salary: USD 126,000 - 182,000 annually
Equity and Bonus:Equity

Key Requirements

  • •Bachelor’s degree in Biology, Biochemistry, Bioengineering, or a related technical field.
  • •5+ years of experience in a technical support role, preferably in biotech, life sciences, or analytical instrumentation.
  • •Hands-on experience with laboratory instrumentation and assay workflows; familiarity with proteomics or genomics is a plus.
  • •Experience using Jira or similar ticketing/issue-tracking systems for support management.
  • •Strong troubleshooting and structured problem-solving skills with excellent written and verbal communication.
Experience:BiotechLife sciencesAnalytical instrumentation
Education:Bachelor's
Skills:TroubleshootingStructured problem-solvingCommunicationOrganization
Tech Stack:JiraExcelPython

Company Brief

Nautilus Biotechnology
Develops a single-molecule proteome analysis platform (instruments, reagents, and software) to quantify the human proteome and enable biomarker discovery, drug development, and advanced proteomics research.
Industry: Biotech
Company Size: Medium (51 to 250 employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Carlos, United States
Founded: 2016
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