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Element Biosciences

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Global Support Engineer

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At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

The Global Support Engineer is an entry point into the Global Service technical ladder, based at Element San Diego HQ. This role contributes to New Product Introduction (NPI) service readiness, provides technical escalation support, supports and maintains SD HQ instrumentation, and contributes to a verity of Service & Support strategic programs. This role is a salaried, centralized role that can provide dispatch support but does not carry primary account ownership or field territory assignment. Reporting to the Global Service Lead, the GSE 2 works closely with Global Support Engineers and Applications Scientists, Regional Field Service Managers and Technical Leads, Global Technical Support Agents, and Product Support to triage escalations, build service documentation, and grow into broader Level 3 and NPI ownership over time.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

  • Support NPI service readiness activities such as service guide development, development of tools and spares BOMs, and service test processes
  • Participate in first-wave rollout and support for new product introductions and product extensions
  • Assist in developing training materials for Regional Technical Leads and Field Service Engineers ahead of product launch
  • Contribute to global knowledgebase content to ensure readiness prior to launch
  • Perform Service Regression Procedure testing for product extension and changes
  • Author and maintain service bulletins and knowledgebase articles for routine and recurring issues
  • Support standardization of troubleshooting documentation and escalation records
  • Maintain and update technical reference materials as products and procedures evolve
  • Apply engineering analysis across mechanical, fluidics, optics, electronics, and SW/FW subsystems to diagnose root cause and determine the appropriate resolution path for escalated technical issues, exercising independent judgment on complexity, risk, and resolution strategy
  • Serve as a technical escalation resource to Field Service Engineers, providing on-site diagnostic support for complex or unresolved cases outside standard field-level troubleshooting scope
  • Evaluate returned field parts to identify failure patterns and inform engineering and field-facing recommendations
  • Maintain SD HQ instrumentation supporting Service Training and internal validation testing
  • Partner with R&D, Product Support, and Regional Tech Leads on service-related feedback and product improvement input
  • Participate in service process improvement discussions and contribute to standardization efforts

Education and Experience:

  • Bachelors degree in Engineering (Mechanical, Electrical, Biomedical, or related discipline) required
  • 2-5 years of experience in field service or technical support within complex instrumentation, biotech, medical device, or similar regulated industry
  • Working knowledge of system-level troubleshooting (mechanics, fluidics, optics, electronics, and SW/FW)
  • Strong written and verbal communication skills; able to document technical issues clearly
  • Ability to work independently with moderate technical guidance and escalate appropriately
  • Hands-on familiarity with NGS technologies, including library preparation, sequencing, and data analysis, preferred
  • Experience in regulated environments (ISO 13485, GMP) a plus
  • Prior experience supporting product launches or NPI activities a plus

Physical Requirements:

  • Ability to lift up to 20 pounds
  • Must be flexible in working hours as this position may require customer support during non-regular business hours

Location:

  • San Diego – on-site

Travel:

  • Approximately 10-20% travel, primarily domestic, in support of NPI and escalations

Job Type:

  • Full-time, Exempt

Base Compensation Pay Range:

  • $90,000 - $110,000

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off.

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.

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  • Are you willing to relocate if needed? choose one
  • As of today’s date, are you legally authorized to work in the country in which the position is located? choose one
  • If you are a foreign national, will you now or in the future require sponsorship for employment visa status? choose one
  • If you answered, "yes" to the previous question, please provide additional context below. written answer
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  • Please provide your date of availability.
  • When you apply to a job on this site, the personal data contained in your application will be collected by Element Biosciences, Inc., (“Controller”), which is located at 10055 Barnes Canyon Road, Suite 100, San Diego, CA 92121. Controller’s team responsible for data privacy can be contacted at [email protected]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards. If you can have any questions, please contact us at [email protected]. Your personal data will be retained by Controller for two (2) years for the purpose of Controller evaluating your application for employment. Your consent will be requested prior to Controller retaining the data longer than two (2) years. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability. In addition, you may lodge a complaint with an EU supervisory authority. choose one
  • I certify that the information I have provided to Element Biosciences on this application is correct to the best of my knowledge and I understand that any falsifications, misrepresentations, and/or omissions may result in my disqualification for consideration of employment or, if subsequently employed, my dismissal. choose one
  • If you have any additional requirements or would like to elaborate on any of your responses above, please use the text box below. written answer

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