Senior Product Support Specialist

Our Mission is to Map the Universe of Biology. 

As the pioneer in the field of spatial biology, NanoString enables scientists across the globe to envision molecular interactions in three dimensions with three different systems, the nCounter® Analysis System, the GeoMx® Digital Spatial Profiler (DSP) and the CosMx™ Spatial Molecular Imager (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.

NanoString is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. NanoString does not accept unsolicited agency resumes and will not pay fees to any third-party agency or company that it does not have a signed agreement with.

COVID-19 VACCINATION REQUIREMENT: NanoString has a COVID-19 vaccination policy that applies to ALL U.S. employees (regardless of work location), onsite contractors and visitors except as prohibited by applicable law. As a condition of employment, newly hired employees are required to provide proof of full vaccination within 31 days of their hiring date or have applied for an exemption for which an accommodation can be made. Being fully vaccinated means that an individual is at least two weeks past their final (or only) dose of an authorized COVID-19 vaccine regimen. Exemptions will be considered for medical conditions/disabilities and sincerely held religious beliefs, observations, or practices. For any visitor coming onsite to one of NanoString’s facilities, we must verify that the visitor is fully vaccinated against COVID-19 prior to site entry and visitors must don a face mask at all times when onsite in a NanoString facility.

Accommodations
If you require assistance or accommodation when applying for open positions please contact [email protected].