Technical Support Engineer – II

• Provide timely technical support to customers and Repligen team members via phone, email, video conferencing, and other channels
• Support troubleshooting of product hardware, software, process, and system-related inquiries
• Develop and maintain knowledge of Repligen’s product portfolio, bioprocessing applications, system components, operating software, and related technologies
• Communicate with customers and internal stakeholders to understand issues, gather information, provide updates, and support a positive customer experience
• Analyze and diagnose technical issues, identify possible causes, recommend next steps, and guide customers or internal teams through resolution
• Manage Salesforce support cases, documenting inquiries, troubleshooting steps, technical findings, communications, and resolutions
• Create, review, and update troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge articles
• Collaborate with Technical Support, Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales, and other teams
• Coordinate replacement part requests, RMA support, field service dispatch requests, and escalations
• Participate in product training, technical workshops, and internal knowledge-sharing activities
• Identify recurring customer issues, documentation gaps, support process improvements, and opportunities to improve customer and field service support

• Bachelor’s degree and/or equivalent related experience in a relevant field (e.g., Bioengineering, Biotechnology, Chemistry, Life Sciences or Engineering related)
• Minimum of 3 years of experience supporting bioprocessing equipment, biopharmaceutical manufacturing operations, process development, applications, technical support, field service, or related life sciences activities
• Ability to independently troubleshoot technical issues using a structured and logical approach
• Experience with or knowledge of tangential flow filtration (TFF), automation platforms, and related life sciences technologies is highly beneficial
• Familiarity with Repligen’s Systems portfolio including KrosFlo KR2i, KMPi, RS Systems, FS15, FS500, and related filtration and process control technologies is preferred
• Excellent interpersonal skills, strong verbal/written communication skills, and attention to detail
• Experience using Salesforce or similar CRM/service management systems
• Experience creating and updating technical documentation, including protocols, manuals, SOPs, and work instructions
• Experience installing, configuring, troubleshooting, or supporting software applications associated with bioprocessing equipment and automated manufacturing systems is highly desirable
• Proven ability to interpret software alarms, system diagnostics, event logs, communication errors, and equipment-generated data
• Familiarity with networking fundamentals, Windows operating systems, software deployment, and remote support tools is beneficial
• Familiarity with or proficiency in GMP, 21 CFR Part 11, and other life sciences regulations is highly beneficial
• Strong problem-solving and analytical skills
• Ability to work well within a global, cross-functional team
• Ability to prioritize and work independently to achieve defined goals
• Must be fluent in English with strong verbal and written communication skills
• Proven experience supporting customers throughout Asia-Pacific markets
• Additional proficiency in Japanese, Mandarin Chinese, or Korean is considered an advantage
• Willingness to travel occasionally for customer site visits and training

• Willingness to travel occasionally for customer site visits and training