Product Support Engineer lll

Our Mission is to Map the Universe of Biology. Improving the human condition is what fuels our passion for finding new ways of enabling scientific exploration. As a company, we strive to create end-to-end solutions that are simpler, easier, faster, and more relevant to today’s life science challenges. As a pioneer in the field of spatial biology, NanoString enables scientists across the globe to visualize molecular interactions in three dimensions with three different systems: the DSP, the SMI platform, and the GeoMx platform. This allows scientists to observe the multiomic expression of genes and proteins within the natural context of tissue structure. Since our founding in 2003, we have earned a reputation as a trusted innovator supporting our customers in their quest for answers. Our products are based on a novel digital molecular barcoding technology developed at the Institute for Systems Biology in Seattle under Dr. Leroy Hood. Our technologies help extend our understanding of biology, enabling the answering of previously unsolvable questions with reliable results. Beyond our products, our success is driven by our people, who are committed to excellence and dedicated to catalyzing the next biological revolution. We embody our values of ambition, grit, ingenuity, authenticity, and customer focus every day, always asking “What if?” Job Summary : NanoString is a growing biotech company with complex support needs. The Product Support Engineer is a key member of the customer support team, working closely with Technical Application Scientists, Instrument Service, and R&D teams to diagnose and resolve hardware and software issues. They will manage or coordinate case resolutions, build strong partnerships, and deliver exceptional customer support. They will also collaborate with R&D to diagnose issues and track instrument performance metrics to inform product development. Using logs and related data, they will identify root causes and support customers to achieve successful resolutions. The role requires prompt and appropriate responses to urgent issues, sound judgment, and effective escalation to management and peers. Essential Functions : Provide Tier 2 remote support for instrument hardware and software issues globally Diagnose and resolve instrument issues with internal and external customers Research, test, develop, and implement solutions for hardware and software problems Maintain detailed records in CRM systems and support databases Track metrics to support product development Document standard workarounds and support procedures Create and test support documentation Lead daily activities of the support engineering team Serve as point of contact for customer issues and escalations Gather and report support metrics to leadership Identify device trends and scope issues in the field Lead major investigations and drive continuous improvement Qualifications and Requirements : B.S. or M.S. in Mechanical, Biomedical, Computer, or Electrical Engineering 4-6 years in a fast-paced manufacturing environment, preferably in medical devices 2+ years in a Support Engineering role or similar Experience with enterprise document control systems Knowledge of quality control, business processes, and software applications Strong analytical and problem-solving skills Excellent communication and interpersonal skills Ability to listen, understand, and address customer concerns Ability to set and achieve team goals and deadlines Ability to work independently and collaboratively Creative problem-solving skills Experience managing multiple stakeholders and projects Influence without direct authority Proficiency in MS Office Target Base Salary Range : $87K-$120K Base salary is part of NanoString’s total compensation, considering skills, experience, and market value. It is complemented by bonuses, RSUs, benefits, and paid time off.

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