As an Instruments Support Engineer, you provide expert technical assistance for Cepheid’s molecular diagnostic instruments and reagents, ensuring rapid issue resolution to protect uptime and patient outcomes. You work with cross-functional teams remotely and on-site, applying rigorous troubleshooting and root-cause analysis across hardware, software, and connectivity concerns. You contribute to knowledge sharing and continuous improvement to strengthen service delivery. This role combines hands-on diagnostics with customer-focused problem solving in a fast-paced, mission-driven environment.
Pay / Benefits
remote work eligible
flexible remote working arrangements
comprehensive benefit programs
health care program
paid time off
career growth opportunities
Responsibilities
Provide expert technical support via phone, email, and web focusing on instrument hardware, software, configuration, and connectivity
Investigate and resolve complex customer issues through data collection, replication, and structured root cause analysis across instrument functionality, software, interfaces, and LIS/middleware connectivity
Prioritize critical cases to restore system uptime and support customers remotely or via on-site visits
Conduct advanced data analysis and systematic troubleshooting leveraging knowledge of hardware, software, networks, and logs
Contribute to team learning by sharing expertise, updating resources, and mentoring colleagues
Support training on instruments, software, connectivity, and relevant assay workflows
Key requirements
Bachelor’s degree in a relevant field (or equivalent practical experience)
2-3 years of experience in health care/biomedical settings or handling medical devices
Solid troubleshooting foundation across hardware, mechanical, electronic, firmware, software, and peripheral components in medical technology or diagnostics
Strong communication and interpersonal skills
Problem-solving mindset with customer focus
Team collaboration and willingness to mentor others
Instrument hardware and software troubleshooting
System configuration and connectivity experience
Knowledge of LIS/middleware connectivity and data logs
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