Technical Support Specialist

Make an Impact! Discover Echo is a revolutionary company that has redesigned microscopy for the life sciences landscape. Our unique hybrid microscopes are used around the world by educators, scientists, and researchers for cutting-edge applications.

As an equal opportunity employer, we do more than accept difference. We celebrate diversity, we support employees from a wide range of backgrounds, and we benefit from the added creativity and richness that these differences bring to our offices and community. We pride ourselves on being a collaborative environment where everyone’s talents and opinions contribute to the greater good and are always recognized.

Discover-Echo is looking for a proactive and customer-focused Technical Support Specialist to provide first-line support for users of our innovative microscopy platforms. In this role, you’ll assist customers via live chat, email, and remote tools such as TeamViewer to answer questions, troubleshoot technical issues, perform software updates, and coordinate repair plans and quotes.

You’ll work closely with Product Management, R&D, and field service teams to ensure timely, effective resolutions and a seamless customer experience across all Discover-Echo product lines. This position is ideal for someone who enjoys problem-solving, thrives in a collaborative environment, and is passionate about supporting cutting-edge imaging technology.

This is an onsite role in San Diego, CA.  Candidates must currently reside in San Diego. 

RESPONSIBILITIES

• Deliver technical support across the full portfolio of ECHO products, spanning
• Provide direct assistance to customers in North America and Europe via live
• Diagnose and resolve hardware and software issues by interpreting both ECHO
• Apply mechanical and electrical knowledge of system components to identify
• Maintain the CRM system with accurate ticket progress, error codes, and
• Program and test hardware components for customer repairs.
• Update and maintain customer-facing documentation including User Manuals and Video Guides - to reflect new hardware and software capabilities.
• Maintain inventory accuracy for parts and supplies.
• multiple hardware and software generations.
• chat, email, and remote access tools.
• system and operating system (iOS/Windows) error messages and log files.
• and resolve customer hardware issues.
• resolution details to support repair analytics and service metrics.
• Collaborate with Shipping/Receiving to ensure depot repairs are processed and completed on schedule.
• Performs all other duties as assigned. 

PHYSICAL DEMANDS
While performing the duties of this job the employee will regularly work at a computer workstation and access information from a computer.  The individual will regularly listen and speak in person, on the telephone or via video meetings.  The individual will occasionally spend time on foot, walking around facilities. The individual will occasionally be required to lift, carry, or move equipment of varying weight. Certain tasks will occasionally require bending, stooping, or kneeling.  The employee will occasionally move up to 50 pounds (with assistance if needed). 

EDUCATION / WORK EXPERIENCE

• 1-3 years of proven experience in a customer service role preferably involving remote technical support. 
• Familiarity with Linux environments and Virtual Machines preferred by not required. 

REQUIRED SKILLS

• Basic understanding of iPadOS and Windows 10/11.
• Familiarity with CRM and ERP systems.
• Excellent written and verbal communication skills.
• Proficiency in using documentation tools and software.
• Attention to detail and ability to organize complex information logically.
• Understanding of scientific terminology and laboratory processes.
• Ability to work closely with cross-functional teams, including engineers, scientists, and product managers.

The compensation for this position ranges from $31.25 to $33.65 per hour, commensurate with skills and experience. Discover-Echo provides a comprehensive benefits package that includes medical, dental, vision, and other supplemental coverage, along with a 401(k) plan featuring a company match of up to six percent. This role also offers the opportunity to contribute to a dynamic microscopy company that is advancing innovation and making a meaningful impact in life science research.