Senior Technical Support Engineer

Senior Technical Support Engineer LocationSan CarlosEmployment TypeFull timeDepartmentServices & SupportCompensation$126K – $182K • Offers EquityThe hiring pay range for this position is based on skills, education, and experience relevant to the role. New hires are typically hired into the low to midpoint of the range, enabling employee growth in the range over time. Actual placement in range is based on job-related skills and experience, as evaluated throughout the interview process. Pay ranges are adjusted based on cost of labor in each respective geographical market. Your recruiter can share more about the specific pay range for your location during the hiring process.Benefits include medical, vision, and dental insurance, group and supplemental life insurance, 401k retirement plan, responsible paid time off, parental leave, and more. Other components of total compensation include a competitive options grant at the time of hire (with potential for additional grants).At Nautilus, we have a big and important mission: improve the health of millions by unleashing the potential of the proteome to accelerate drug development and enable a new world of precision and personalized medicine. We are developing a single-molecule protein analysis platform of unprecedented sensitivity, scale, and ease of use that we believe will democratize access to the proteome – one of the most dynamic and valuable sources of biological insight. To accomplish this, we are pursuing hard scientific problems with an entrepreneurial mindset and creating a world-class team of builders, innovators, and dreamers across a wide range of disciplines.We are hiring for a Technical Support Engineer to join our growing team. The Technical Support Engineer serves as the primary point of coordination between R&D, Product Support, and internal stakeholders to ensure instrument and assay issues are resolved quickly and efficiently. This role owns Tier 1 issue resolution, complaint handling, and assay coordination, and is central to building scalable support processes as Nautilus moves toward commercial operations. The ideal candidate combines strong technical knowledge of life science instrumentation with excellent organizational and communication skills.ResponsibilitiesServe as the primary liaison between R&D, Product Support, and internal experimentalist teams to ensure clear, timely communication on instrument and assay issuesAct as first point of contact for technical inquiries from internal users, including questions about product usage, instrument performance, and assay protocolsTriage, prioritize, and track all incoming support requests through the Jira ticketing system; ensure issues are routed to the appropriate teams and resolved within established timelinesResolve Tier 1 issues directly whenever possible, escalating to senior support engineers or R&D as appropriateOwn standard assay coordination: ensure coverage for assay execution, assist with data analysis, escalate failures, and organize cross-functional discussions when neededImplement and maintain a formal complaint-handling process to ensure issues are logged, tracked, and escalated to the appropriate stakeholders in an organized mannerCoordinate support activities including scheduling, prioritization, and follow-through to maximize instrument uptime and utilizationPerform basic troubleshooting of hardware, software, fluidic, and assay-related issues; document findings clearly in Jira and internal tracking systemsContribute to root cause identification by capturing field and lab observations and feeding structured feedback to Engineering and Product teamsCreate and maintain troubleshooting guides, support procedures, assay coordination protocols, and knowledge base articlesFollow complaint handling, nonconformance, and CAPA processes; ensure support activities comply with company quality system requirementsSupport the development and transition to scalable support processes including published...