FSE / Product Support Engineer

About the role

The Technical Investigator & Problem Solver plays a critical role bridging our R&D team and customers. They provide expert, high-level technical support, troubleshoot, and validate our multidisciplinary instrumentation covering hardware, firmware, software, and application issues. Significant domestic and occasional international travel (up to 25%) is required for critical customer installations and field issues.

Key Responsibilities

• Lead Complex Technical Investigations: Diagnose and resolve faults spanning electrical, mechanical, fluidic, and software/firmware domains.
• Triage and Root-Cause Analysis: Apply 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: Perform on-site troubleshooting, repairs, installations, and advanced technical training at customer sites.
• 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

• B.S. degree or higher in a core engineering discipline (Electrical, Mechanical, Software, Biomedical, or similar).
• 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.
• 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: 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: 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 at the intersection of our technology and 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.