Senior Product Support Engineer

Nautilus Biotechnology•San Carlos, CA

21h

About The Position

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.

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%

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