Technical Support Specialist II

Cytek Biosciences is a leading cell analysis solutions company at the forefront of spectral flow cytometry technology. Our mission is to enable the world to improve life through scientific innovation by providing powerful solutions that help scientists rapidly and efficiently obtain deep biological insights. Cytek's patented Full Spectrum Profiling (FSP) technology drives high-resolution, high-content, and high-sensitivity data, enabling pioneering research in immunology, oncology, cell biology, and beyond. As a globally recognized innovator, Cytek partners with many of the world's premier pharmaceutical companies, research institutions, and laboratories to accelerate discovery and improve scientific outcomes.

The Technical Service Group at Cytek is a highly skilled group of professionals dedicated to supporting our customers throughout the entire life cycle of their instruments and assays. This team serves as a critical bridge between our customers and internal engineering, product, and support functions, ensuring operational success, rapid problem resolution, and highly effective use of Cytek technology. As part of this team, you'll work alongside experienced field service engineers, technical application specialists, and cross-functional partners to deliver exceptional service, insights, and training that empower scientists to get the most out of Cytek solutions.

The Technical Support Engineer II will be responsible for providing specialized technical advice and troubleshooting to our customers on operations, applications, and maintenance of our products. The ideal candidate will have excellent problem-solving skills and be extremely customer centric. You will support the Field Service and Field Applications teams in complaint handling, assist in training new employees on processes and procedures, and be responsible for independent data analysis and problem solving. As a key interface between customers and the internal organization, our team aims to increase market presence, emphasize differentiation from our competitors, and build upon our reputation for excellence.

To perform this job successfully, an individual must be able to perform essential duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Receive, analyze, and address hardware, software, data, and application complaints and inquiries, either resolving them independently or escalating to the appropriate resource for resolution.
* Deliver remote technical assistance to customers, ensuring efficient problem resolution.
* Visit customers and provide onsite support as needed.
* Contribute to the enrichment of the Knowledge Management database through the creation, editing, and utilization of articles.
* Exercise autonomous judgment in managing customer complaints and inquiries of varying complexity and scope.
* Conduct data analysis as required to support investigations into product performance.
* Collaborate with cross-functional departments (including Field Service, Sales, Product Managers, QA, and R&D) to manage customer relationships and resolve issues.
* Offer valuable insights into product design, implementation, and development through Voice of Customer (VOC) feedback.
* Act as a representative for the team in customer interactions, sales meetings, and technical presentations or demonstrations.
* Participate in the development and updating of training content, departmental standard operation procedures, work instructions, and job aids.
* Maintain up-to-date knowledge of company products and industry trends.
* Facilitate the onboarding process by training new employees on processes, procedures, and product features.
* Undertake technical or customer improvement projects as needed.
* Fulfill other duties as assigned.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

* Requires a BS in a Biological or Life Science or similar discipline.
* 5-8 years related experience or an equivalent combination of education and related work experience.
* 2+ years of experience with Flow Cytometry laboratory processes and procedures or 2+ years of job-related experience in a research or clinical laboratory.
* 2+ years field engineer experience in supporting instrument hardware and software.
* Knowledge of laboratory processes and procedures.
* Experience working independently in a fast-paced environment with exhibited ability to adjust to rapidly changing priorities.
* 3+ years of customer-facing work experience preferred.

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

* Prolonged periods of sitting and standing.
* 10% travel for customer visits, field service job shadowing, and other trainings.

Choosing to work at Cytek means joining a mission-driven organization committed to advancing scientific discovery through innovation, collaboration, and excellence. You'll be part of a company that is redefining the possibilities of spectral flow cytometry while maintaining a strong customer-centric culture and a supportive, inclusive work environment. Cytek offers opportunities for professional growth and development, significant contributions to meaningful scientific impact, and the chance to work with a talented global team dedicated to improving life through cutting-edge technology.

Cytek is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, genetic information, disability status, veteran status, or any other characteristic protected by law.