Technical Support Engineer

Role overview

Workplace and schedule

• The role is based at the Melbourn site five days per week.
• The source states there is no overnight travel.

Technical support

• Provide first- and second-line support by telephone, email, remote desktop, and video conferencing.
• Diagnose hardware, software, and application issues and resolve customer problems remotely where possible.
• Escalate complex issues while maintaining ownership until resolution.
• Support Field Service Engineers before, during, and after customer visits.
• Interpret logs, error reports, and diagnostic data to identify root causes.

Customer experience

• Deliver a professional, responsive, and customer-focused support experience.
• Manage expectations through clear communication and regular progress updates.
• Build strong customer relationships as a trusted technical advisor.
• Document customer interactions accurately in the CRM or service management system.

Product and engineering support

• Work with Engineering and R&D 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 about recurring issues and enhancement opportunities.

Knowledge and improvement

• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Share technical knowledge with Service, Applications, and Sales colleagues.
• Support technical training for internal teams.
• Identify customer case trends and recommend preventative actions.
• Contribute to support-process, documentation, quality, regulatory, and service-efficiency improvements.

Essential qualifications

• Experience in technical support within laboratory automation, scientific instrumentation, medical devices, or a similar technical environment.
• 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 hardware and software products.
• Working knowledge of Windows, basic networking, remote access tools, CRM or service management systems, and Microsoft Office.
• Excellent communication skills and the ability to prioritise multiple issues.

Desirable qualifications

• Experience with liquid handling, robotics, or automated sample management systems.
• A second European language.
• Familiarity with instrument control software, scripting, or databases.

Benefits

• The source mentions private medical insurance, a pension plan, and an annual discretionary bonus.