Technical Support Engineer II

RepliGen Corporation • Waltham, MA

21h • $42 - $52

About The Position

Repligen is seeking a motivated, detail-oriented Technical Support Engineer II to join its Service team. The role provides technical support to customers, field service engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies. The position may be based in Waltham, Massachusetts; Bridgewater, New Jersey; or fully remote for candidates residing in Massachusetts or New Jersey.

The engineer responds to technical inquiries, supports troubleshooting, documents customer issues, and collaborates with internal teams to advance cases toward resolution. The role involves developing product and application knowledge, managing cases in Salesforce, contributing to technical documentation, coordinating service follow-up, and identifying opportunities to improve customer and field service support. Occasional travel for customer site visits and training is expected.

Requirements

• Bachelor’s degree or equivalent related experience in a relevant field such as Bioengineering, Biotechnology, Chemistry, Life Sciences, or Engineering.
• At least 3 years of experience supporting bioprocessing equipment, biopharmaceutical manufacturing operations, process development, applications, technical support, field service, or related life sciences activities.
• Ability to independently troubleshoot technical issues using a structured and logical approach.
• Excellent interpersonal skills, strong verbal and written communication skills, and attention to detail.
• Experience using Salesforce or similar CRM/service management systems to manage customer support activities.
• Experience creating and updating technical documentation such as protocols, manuals, SOPs, and work instructions.
• Ability to interpret software alarms, system diagnostics, event logs, communication errors, and equipment-generated data to support technical investigations and issue resolution.
• Strong problem-solving and analytical skills.
• Ability to work effectively within a global, cross-functional team.
• Ability to prioritize and work independently to achieve defined goals.
• Fluency in English with strong verbal and written communication skills.
• Willingness to travel occasionally for customer site visits and training.

Nice To Haves

• Familiarity with Repligen Systems products, including KrosFlo KR2i, KMPi, RS Systems, FS15, FS500, and related filtration and process control technologies.
• Familiarity with Repligen Process Analytics products, including SoloVPE, SoloVPE PLUS, FlowVPX, REBEL, REBEL XT, MAVERICK, MAVEN, ZipChip, PATsmart software platforms, and associated bioprocess analytical applications.
• Experience installing, configuring, troubleshooting, or supporting software applications associated with bioprocessing equipment and automated manufacturing systems.
• Familiarity with networking fundamentals, Windows operating systems, software deployment, and remote support tools.
• Familiarity with or proficiency in GMP, 21 CFR Part 11, and other life sciences-related regulations.

Responsibilities

• Provide timely technical support to customers and Repligen team members through phone, email, video conferencing, and other channels.
• Support troubleshooting of product hardware, software, process, and system-related inquiries.
• Develop and maintain working knowledge of Repligen products, bioprocessing applications, system components, operating software, and related technologies.
• Communicate with customers and internal stakeholders to understand reported issues, gather information, provide updates, and support a positive customer experience.
• Analyze and diagnose technical issues, identify possible causes, recommend next steps, and guide customers or internal teams through resolution.
• Manage Salesforce support cases, documenting inquiries, troubleshooting steps, technical findings, communications, and resolutions accurately and in accordance with internal procedures.
• Assist with creating, reviewing, and updating troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge articles.
• Collaborate with Technical Support, Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales, and other teams to resolve customer issues and communicate product feedback.
• Coordinate follow-up activities, including replacement part requests, RMA support, field service dispatch requests, and escalation of complex or unresolved issues.
• Participate in product training, technical workshops, and internal knowledge-sharing activities.
• Identify recurring customer issues, documentation gaps, process improvements, and ways to improve the customer and field service support experience.
• Travel occasionally for customer site visits and training.

Benefits

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Retirement benefits
• Flexible spending accounts
• Eligible employees may participate in a variable cash program (bonus or commission).
• Eligible roles may receive equity as part of the compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level