Technical Support Engineer, System Integration and Hardware Engineer

This position is for a customer and field facing System Integration and Hardware support person that will be based in either our Menlo Park, CA headquarters or San Diego, CA facility with up to 20% travel to cross-train, assist field service engineers, or to perform trainings.

Responsibilities:

• Resolve System and Hardware related issues in a timely manner. Issues can be escalated from the field team or directly from our customers and received via phone, email, and the Web.
• Troubleshoot hardware and software components on a DNA sequencing instrument.
• Participate as a key member of a diverse group of Technical Support Scientists and Engineers.
• Work with Product Marketing to provide updates including Service Bulletins to field service personnel.
• Work with Service Operations to provide documentation to field service personnel.
• Contribute to the ongoing development of our product Knowledge Base to capture lessons learned and solutions to cases.
• Represent the Field and Technical Support groups on development or Core teams in the development and delivery of new systems, software and chemistry.
• Collaborate with various in-house groups to develop and deliver training programs on new products, product updates, and to new-hire employees.
• All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Education:

• Typically requires a minimum of 2-4 years of related experience with a Bachelor's degree; or 1-3 years experience with Masters degree; or 0-2 years experience with a PhD.
• Degree in Optical, Mechanical, Systems Engineering, Physics, Mechatronics, or related disciplines.
• 1+ years of customer support, field service, or technical training.

Skills:

• Must have excellent troubleshooting abilities.
• Must have ability to clearly document step-by-step instructions for troubleshooting and repair of complex electrical-mechanical systems.
• Customer-focused individual with the empathy and skills to understand and address customer concerns.
• Passion for customer service, achieving high customer satisfaction.
• Must have a “can do” attitude and be comfortable in a fast-paced start-up environment.
• Must have strong written, verbal and presentation communication skills.
• Self-starter who is able to work with minimal supervision.
• Ability to work independently and collaboratively.
• Must be an intelligent individual with excellent work ethic, exceptional judgment, and unquestionable integrity.
• Outstanding interpersonal skills.
• Ability to balance several projects and customers concurrently.

Technical Expertise:

• Prior experience with Linux use or administration.
• Prior experience with test fixtures or tooling involving lasers, optics, opto-mechanics, cameras and robotics.
• Hands-on experience working with guided and free space optics, lasers and metrology equipment.
• Knowledge in opto-mechanics, optical mounts, electro-mechanical actuators, jigs and fixtures of various sorts.
• Experience using and supporting building and integrating complex instrumentation in a biotechnology environment.
• Proficient with computer software and hardware, including Windows and Linux OS, real-time processing systems, disk arrays and Ethernet architecture.
• Prior experience within the biotechnology, medical device, biologics, pharmaceutical, green technology, genome center, and/or DNA sequencing core facility experience are a plus.
• Preference shown to candidates who have a good understanding of molecular genetics, prior hands-on experience operating next-generation DNA sequencing instruments and assays, in particular on short-read platforms, and prior experience in next-generation DNA sequencing analysis.

#LI-Hybrid

Salary Range:

Please be aware that, as a condition of employment, proof of COVID vaccination is required for all U.S.-based employees (subject to limited exceptions).

To ensure the health and safety of all PacBio employees and our prospective candidates, we have instituted a virtual interview experience.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at PacBio. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. PacBio does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, PacBio employees or any other company location. PacBio is not responsible for any fees related to unsolicited resumes/applications.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 650-521-8000, or http://careers@pacificbiosciences.com for assistance.

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