Technical Support Engineer

Work closely with Engineering and R&D teams to investigate product issues and reproduce customer-reported faults.

Participate in root cause investigations and product improvement initiatives.

Assist with software validation and testing where required.

Provide technical feedback to Product Management regarding recurring customer issues and enhancement opportunities.

Create and maintain technical documentation, troubleshooting guides and knowledge base articles.

Share technical knowledge with colleagues across Service, Applications and Sales.

Support the development and delivery of technical training for internal teams.

Identify trends from customer cases and recommend preventative actions.

Contribute to improvements in support processes, documentation and service efficiency.

Support Quality and Regulatory activities where technical investigations are required.

Participate in continuous improvement initiatives aimed at enhancing customer satisfaction and reducing repeat issues.

Curious and technically minded, with a genuine appetite for solving complex problems.

Customer-focused, building confidence through professionalism and technical expertise.

Calm under pressure and able to prioritise several live issues at once.

Collaborative, working closely with colleagues across global functions.

Organised and detail-oriented, with accurate documentation and reliable follow-up.

Proactive in identifying opportunities to improve products, processes and customer experience.

Committed to continuous learning and building deep technical expertise.

Experience providing technical support within laboratory automation, scientific instrumentation, medical devices or a similar technical environment.

Education equivalent to at least one of the following: an engineering HNC or HND in Electrical, Mechanical or Electronic Engineering, or a Science degree with relevant automation instrument experience.

Strong analytical and fault-finding skills across both hardware and software products.

Confident interpreting log files, error codes and diagnostic output.

Working knowledge of Windows operating systems, basic networking and remote access tools.

Experience using a CRM or service management system.

Excellent verbal and written communication skills, and the ability to explain complex technical information to both technical and non-technical audiences.

Ability to prioritise multiple issues in a fast-paced environment.

Proficient in Microsoft Office applications.

Experience with liquid handling, robotics or automated sample management systems.

A second European language, given the customer base our European service team supports would be an advantage but not essential.

Familiarity with instrument control software, scripting or databases.

You’ll be working with talented professionals in a motivated and driven team.

We offer a competitive salary package and comprehensive, valued benefits, including private medical insurance, a generous pension plan and an annual discretionary bonus.

We embrace diversity and inclusivity, regardless of race, ethnicity, gender, gender identity, sexual orientation, physical ability, or family status. We prioritise supporting our employees’ diverse needs as we strive for excellence together.

If the above resonates with you, apply with an up-to-date CV and be a part of our journey to reshape the future of science.