Technical Support Engineer II

Repligen Corporation•Waltham, MA

11d

About The Position

Repligen is seeking a motivated, detail-oriented Technical Support Engineer II to provide technical support to customers, field service engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies. The role supports customer success by responding to technical inquiries, assisting with troubleshooting, documenting customer issues, and collaborating with internal teams to move cases toward resolution. The position can be based in Waltham, Massachusetts; Bridgewater, New Jersey; or fully remote for candidates residing in Massachusetts or New Jersey. Occasional travel for customer site visits and training is expected. The successful candidate will develop working knowledge of Repligen’s product portfolio, bioprocessing applications, system components, operating software, and related technologies. They will manage support cases in Salesforce, help create and maintain technical documentation, coordinate follow-up service activities, and identify recurring issues and opportunities to improve support processes and the customer and field service experience.

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.
Strong problem-solving and analytical skills.
Ability to work well 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.
Ability to interpret software alarms, system diagnostics, event logs, communication errors, and equipment-generated data to support technical investigations and issue resolution.
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 by phone, email, video conference, and other communication channels.
Support troubleshooting of product hardware, software, process, and system-related inquiries.
Develop and maintain knowledge of Repligen products, bioprocessing applications, system components, operating software, and related technologies.
Communicate with customers and internal stakeholders to understand 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 and accurately document inquiries, troubleshooting steps, technical findings, communications, and resolutions in accordance with internal procedures.
Assist in 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 such as replacement part requests, RMA support, field service dispatch requests, and escalations 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 opportunities to improve the customer and field service support experience.
Travel occasionally for customer site visits and training.