Senior Product Support Specialist

Our Mission is to Map the Universe of Biology.

As the pioneer in the field of , NanoString enables scientists across the globe to envision molecular interactions in three dimensions with three different systems, the , the (DSP) and the (SMI) platform.

As a result, scientists can see the multiomic expression of genes and proteins in the natural context of tissue structure.

The secret sauce to the company’s success is our people, who are committed to excellence and dedicated to catalyzing the next biological revolution.

Collectively, we live our corporate values of ambition, grit, ingenuity, authenticity, and customers every day.

NanoString, a dynamic and expanding biotechnology company with innovative technologies, is seeking for a highly skilled and motivated individual to join our Customer Experience team as a Senior Product Support Specialist.

In this role, the individual will play a crucial part in solving the essential support needs of our priority customers and our field teams.

As a key liaison between various support functions and field teams, including Product Support Engineers, R&D and Field Service Engineers, the individual will contribute to the diagnosis and resolution of complex technical challenges.

The ideal candidate will have a strong background in technical support to provide comprehensive support to our high priority customers and our Field Service Engineers (FSEs)

We are looking for a dedicated professional who thrives in a fast-paced environment. If you are passionate about biotechnology, have excellent problem-solving skills, and are eager to contribute to the success of both our customers and NanoString, join our innovative team as a Senior Product Support Specialist.

Take the next step in your career and be part of a company that is revolutionizing the future of biotech.

Target Base Salary Range :

$95,000 - $130,000

Responsibilities :

• Act as the subject matter expert and provide specialized support for NanoString’s platforms
• Support Technical Engineering training initiatives for all NanoString platforms to enhance team capabilities by working with field specialists on developing course content and technical documents.
• Contribute to the development and maintenance of a comprehensive knowledge base, facilitating knowledge transfers within the technical support team and field teams.

This includes utilizing Salesforce and other tools to extract data and transforming it into meaningful reports to improve the quality of support.

Participate in the development, writing, and testing of service bulletins, procedures and replacement parts to ensure accuracy and reliability in field operations.

Qualifications and Requirements :

• B.S or M.S. in engineering-related field with relevant experience.
• 6-8 years of experience (B.S. and M.S. respectively) in Support and Quality Control Engineering
• Proficiency in developing procedures for instrument qualification, installation, and software updates.
• Experience with Mastercontrol for documentation and expert knowledge on NanoString platforms preferred
• Experience creating and delivering training in a technical setting.
• Provide support to team members in different time zones and around the world; both remotely (frequently) and in person (infrequently)
• Excellent communication skills, with the ability to understand and address technical and operational issues of customers and internal teams.
• Ability to work independently and collaboratively in cross-functional teams. Ability to drive tasks to achieve scheduled deadlines.

Territory :

Seattle, WA with global responsibilities

Base salary is an integral part of NanoString’s total compensation package. Base salary considers an individual’s skills, experience, and competitive market value.

The base salary range represent what NanoString pays for a job within a salary grade based on external market data in comparison to similar positions from other companies in our industry.

Employees generally enter a salary grade at the lower-to-mid-point in the range.

Other compensation elements include a discretionary annual bonus, incentive compensation for sales roles, comprehensive benefit plans and paid time off, including designated holidays.