Global Support Engineer

About the role

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 variety 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.

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

Qualifications

• Bachelor's 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

Preferred skills

• Hands-on familiarity with NGS technologies, including library preparation, sequencing, and data analysis
• Experience in regulated environments (ISO 13485, GMP)
• Prior experience supporting product launches or NPI activities

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

Pay

Base compensation pay range: $90,000 – $110,000

Benefits

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.