Our Mission is to Map the Universe of Biology. Improving the human condition is what fuels our passion for finding new ways of enabling scientific exploration. As a company, we strive to create end-to-end solutions that are simpler, easier, faster and more relevant to today's life science challenges. As the pioneer in the field ofspatial biology,NanoStringenables scientists across the globe to envision molecular interactions in three dimensions with three different systems, the, the(DSP) and the(SMI) platform. As a result, scientists can see themultiomicexpression of genes and proteins in the natural context of tissue structure. Since our founding in 2003, we have earned a reputation as a respected, trusted pioneer of innovative technologies that support our customers in their relentless pursuit of answers. Our products are based on a novel digital molecular barcoding technology invented at the Institute for Systems Biology (ISB) in Seattle under the direction of Dr. Leroy Hood. With our technologies, our customers continue to extend our understanding of biology to answer previously unsolvable questions with consistent, reliable results. However,NanoStringis much more than innovative products. The secret sauce to the company's success is our people, who are committed to excellence and dedicated to catalyzing the next biological revolution. Collectively, we live our corporate values of ambition, grit, ingenuity, authenticity, and customers every day...and never stop asking "What if?" Job Summary: NanoString is a growing Biotech company with complex support needs for our customers. The Product Support Engineer is a key member of the customer support team at NanoString. They will work closely with the Technical Application Scientists, Instrument Service and R&D teams to diagnose and resolve instrument hardware and software issues for external customers. They will own or orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for customers. They will work closely with R&D both in the diagnosis and resolution of the issue and track instrument performance metrics to inform product development efforts. Using the instrument logs and associated information, they will determine the root cause for all issues and provide support directly to the customer to ensure a successful resolution. Key to the role is the timely and appropriate response to urgent customer concerns, the ability to apply sound judgment to problem solve, and the escalation of issues to management and cross functional peers. Essential Functions: Provide Tier 2 remote support for all instrument hardware and software issues at customer's sites located globally Work directly with internal and external customers to diagnose and resolve instrument issues Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex hardware and software instrument issues. Create and maintain detailed records of activity in CRM systems and other support databases Track instrument issue metrics to support product development efforts Work with internal teams to document standard workarounds for common issues Create, publish and test support and service documentation to facilitate more generalized instrument support Lead day to day activities for the product support engineering team Be point of contact for the organization regarding specific customer issues and escalations Collect and compile daily, weekly, and monthly metrics for the product support team to report to cross-functional leadership Proactively gather data to show device trends, scope and scale of issues in the field Lead major investigations Drive continuous improvement efforts for the team through proactive monitoring Qualifications and Requirements (Education, Experience, Specific Skills): B.S and or M.S. in