Customer Support Engineer

Emeryville, CA Service Centers Full-time
 

Berkeley Lights is looking for a Customer Support Engineer to join the Technical Support Team during our next stage of growth. As a key member of the BLI Service and Support team, the Customer Support Engineer will be responsible for providing support to the global post-sales team to ensure customer success on a rapidly evolving technology platform engaged in single cell assay, single cell culture, therapeutics and Cell Line Development. The Customer Support Engineer will be responsible for supporting our customers, service engineers and applications scientists to ensure product success. This role focuses on hardware and software troubleshooting and requires exceptional problem solving methodology. You should have a strong engineering background, great customer service skills and be comfortable with advanced lab automation equipment. This is a highly visible position that prioritizes customer success, and is an opportunity to help kickoff a new role for the company during worldwide expansion. 

 

RESPONSIBILITIES:

  • Manage customer cases and escalations focused on hardware and software within BLI’s product catalog
  • Trigger field team dispatch to resolve customer issues
  • Create, maintain and distribute customer-facing documentation: troubleshooting guides, manuals, articles, technical bulletins, software/hardware release messages
  • Drive collaboration and communication with field staff and internal experts to ensure customer success
  • Work with supply chain to ensure spare parts reach field teams
  • Compile field data to initiate internal engineering escalations
  • Prioritize software bug resolution and feature release with internal engineering teams

REQUIRED EXPERIENCE/SKILLS:

  • B.S. in Bioengineering, Biomedical Engineering, Mechanical Engineering or Electrical Engineering
  • Ability to support and troubleshoot complex electromechanical, optical and microfluidic instrumentation using structured engineering approaches
  • Excellent collaborative, interpersonal and written communication skills
  • Ability to provide training to team members
  • Experience having developed customer-facing technical documentation surrounding instrumentation in life-science applications
  • Ability to thrive in early stage technology development with demanding schedules and deliverables
  • Experience with power tools as well as common test equipment, including multi-meters and oscilloscopes.
  • Willing to travel up 25% of time

PREFERRED EXPERIENCE/SKILLS:

  • 2+ years in a customer-facing role
  • Experience having developed, created and released regulated customer-facing documentation
  • Expert in cloud CRM environments such as Salesforce, Microsoft Dynamics 365, Zendesk
  • Proficient data analysis skills; experience with data-mining software (e.g. Tableau, Spotfire) is desired
  • A passion for mechanical components/equipment & interest in how things work
  • Some programming experience (Python, Java, MATLAB etc.)
  • Familiarity with cell/tissue culture, cell-based assays, and microscopy platforms; experience in modern molecular and cell biology techniques
Apply