Technical Support Engineer I - Bioprocessing

About the role

Repligen is looking for a motivated and detail-oriented Technical Support Engineer I to join its Service team. You will support customers, Field Service Engineers, commercial teams and internal stakeholders on Repligen bioprocessing products and technologies, helping them resolve technical issues and ensuring a positive customer experience.

Key responsibilities

• Provide timely technical support to customers and colleagues by phone, email, video conference and other channels.
• Troubleshoot hardware, software, process and system-related inquiries.
• Build a strong knowledge of Repligen's product portfolio, bioprocessing applications, system components, operating software and related technologies.
• Analyze and diagnose technical issues, recommend next steps and guide customers and internal teams toward resolution.
• Manage technical support cases in Salesforce, documenting inquiries, troubleshooting, findings, communications and resolutions.
• Create, review and update troubleshooting guides, FAQs, technical notes, work instructions, manuals and internal knowledge articles.
• Partner with Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales and others to resolve issues and share product feedback.
• Coordinate follow-up such as replacement parts, RMA support, Field Service requests and escalation of complex issues.
• Take part in product training, technical workshops and knowledge sharing.

Required profile

• Bachelor's degree or equivalent experience in Engineering, Biotechnology, Life Sciences, Chemistry or a related technical field.
• 2-3 years of experience in technical support, engineering, manufacturing, equipment service or a similar technical environment.
• Experience with technical equipment, instrumentation, software or engineered systems.
• Strong written and verbal communication skills, with a customer-focused approach.
• Ability to work independently and collaborate across teams; proficiency in written and spoken English.
• Willingness to travel occasionally for training and customer support.

Required skills

• Structured troubleshooting and problem solving.
• Case management in Salesforce.

What we offer

• A competitive remuneration package including a yearly bonus.
• Additional health insurance package and sport benefits.
• Flexible working hours.
• A fast-paced environment with steep learning curves, an international team and a modern office in Jüri, Estonia.