{"id":2759890,"url":"https://alion.io/job/repligen-technical-support-engineer-ii-2","title":"Technical Support Engineer II","company":{"id":8953,"name":"Repligen","domain":"repligen.com","url":"https://alion.io/company/repligen","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":8,"ghost_share":0,"stale_share":0.625,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Waltham, United States","United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"21 CFR Part 11","optional":true},{"name":"GMP","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-07T01:07:19Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Make a global impact-join Repligen.We’re united by a mission to inspire advances in bioprocessing as a preferred partner in the production of biologic drugs that improve human health worldwide. No matter your role or background, at Repligen, you will play a key part in shaping some of the most innovative and life-changing therapies in the world. We foster a culture of purpose, collaboration, and shared success-where every voice matters and every contribution drives progress. Join us!\nRepligen is seeking a motivated and detail-oriented Technical Support Engineer II to join our dedicated Service team. This role is responsible for providing technical support to customers, field service engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies.\nAs a Technical Support Engineer II, you will help ensure customer success by responding to technical inquiries, supporting troubleshooting activities, documenting customer issues, and collaborating with internal teams to drive cases toward resolution. This position is ideal for someone with a strong technical foundation, excellent communication skills, and an interest in developing expertise in bioprocessing equipment, service support, and customer-facing technical problem solving.\nThe position can be located in Waltham, MA, Bridgewater, NJ, or be fully remote for candidates residing in Massachusetts or New Jersey.\nKey Responsibilities:\nTechnical Support: Provide timely and effective technical support to customers and Repligen team members via phone, email, video conferencing, and other communication channels. Support troubleshooting of product hardware, software, process, and system-related inquiries.\nProduct Knowledge: Develop and maintain a strong working knowledge of Repligen’s product portfolio, bioprocessing applications, system components, operating software, and related technologies.\nCustomer Engagement: Communicate professionally with customers and internal stakeholders to understand reported issues, gather necessary information, provide updates, and support a positive customer experience.\nTroubleshooting and Problem Solving: Assist in analyzing and diagnosing technical issues, identifying possible causes, recommending next steps, and guiding customers or internal teams through the resolution process.\nCase Management and Documentation: Manage support cases using Salesforce to document customer inquiries, troubleshooting steps, technical findings, communications, and resolution details. Ensure case records are accurate, complete, and maintained in accordance with internal procedures.\nTechnical Documentation: Assist in creating, reviewing, and updating technical documentation, including troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge articles.\nCross-Functional Collaboration: Work closely with Technical Support, Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales, and other internal teams to support customer issue resolution and communicate product feedback.\nService Coordination: Support coordination of follow-up activities, including replacement part requests, RMA support, field service dispatch requests, and escalation of unresolved or complex technical issues.\nTraining and Development: Participate in product training, technical workshops, and internal knowledge-sharing activities to build technical proficiency and improve customer support capability.\nContinuous Improvement: Identify recurring customer issues, documentation gaps, support process improvements, and opportunities to improve the customer and field service support experience.\nQualifications:\nA bachelor’s degree and or equivalent related experience in a relevant field (e.g., Bioengineering, Biotechnology, Chemistry, Life Sciences or Engineering related).\nA minimum of 3 years of experience supporting bioprocessing equipment, biopharmaceutical manufacturing operations, process development, applications, technical support, field service, or related life sciences activities.\nAbility to independently troubleshoot technical issues using a structured and logical approach.\nFamiliarity with Repligen's Systems product portfolio including KrosFlo KR2i, KMPi, RS Systems, FS15, FS500, and related filtration and process control technologies is highly beneficial.\nFamiliarity with Repligen's Process Analytics products including SoloVPE, SoloVPE PLUS, FlowVPX, REBEL, REBEL XT, MAVERICK, MAVEN, ZipChip, PATsmart software platforms and associated bioprocess analytical applications is highly beneficial.\nExcellent interpersonal skills, strong verbal/written communications skills and attention to detail are required.\nExperience using Salesforce or similar CRM/service management systems to manage customer support activities.\nExperience with creating and updating technical documentation (Protocols, manuals, SOPs, work instructions, etc.)\nExperience installing, configuring, troubleshooting, or supporting software applications associated with bioprocessing equipment and automated manufacturing systems is highly desirable.\nProven ability to interpret software alarms, system diagnostics, event logs, communication errors, and equipment-generated data to support technical investigations and issue resolution.\nFamiliarity with networking fundamentals, Windows operating systems, software deployment, and remote support tools is beneficial.\nFamiliarity with, or proficiency in, GMP, 21 CFR Part 11, and other life sciences related regulations is highly beneficial.\nStrong problem solving and analytical skills.\nAbility to work well within a global, cross functional team.\nAbility to prioritize and work independently to achieve defined goals.\nMust be fluent in English with strong verbal and written communication skills.\nWillingness to travel occasionally for customer site visits and training.\nOur mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated hourly range for this role, based in the United States of America is $42 - 52. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. 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