Technical Support Engineer I

• Provide technical support to customers, Field Service Engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies
• Support troubleshooting activities and respond to technical inquiries via phone, email, video conferencing, and other communication channels
• Develop and maintain knowledge of Repligen’s product portfolio, bioprocessing applications, system components, operating software, and related technologies
• Gather technical information, provide updates, and support a positive customer experience
• Analyze and diagnose technical issues, identify potential causes, recommend next steps, and guide issues toward resolution
• Manage technical support cases in Salesforce, documenting inquiries, troubleshooting activities, findings, communications, and resolutions
• Create, review, and update troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge articles
• Collaborate with Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales, and other teams
• Coordinate replacement parts, RMA support, Field Service requests, and escalation of complex technical issues
• Participate in product training, technical workshops, and knowledge-sharing activities

• Bachelor’s degree or equivalent relevant experience in Engineering, Biotechnology, Life Sciences, Chemistry, or a related technical field
• 2–3 years of relevant experience in technical support, engineering, manufacturing, equipment service, or a similar technical environment
• Strong troubleshooting and problem-solving skills
• Experience working with technical equipment, instrumentation, software, or engineered systems
• Strong written and verbal communication skills with a customer-focused approach
• Ability to work independently while collaborating effectively across teams
• Proficiency in written and spoken English
• Willingness to travel occasionally for training and customer support