Technical Support Specialist

Summary

Join Rapid Micro Biosystems (RMB) as a Technical Support Specialist and provide remote technical support for Growth Direct™ systems to European customers. You will troubleshoot complex issues, manage cases in a CRM database, and maintain Service Level Agreements. This role requires advanced problem-solving skills, excellent communication, and a deep understanding of GxP practices and LIMS/QMS systems. You will work autonomously, escalating issues as needed, and contribute to product improvement by analyzing customer data. The position is remote, supporting EU customers during CET business hours, with occasional travel to the US and within the EU. A technical degree or equivalent experience is required, and a bachelor's degree is preferred.

Requirements

• Demonstrated ability to read, comprehend, and interpret technical documentation, including organizational and instrument procedures, and those from customer/regulatory agencies
• Strength in defining problems, collecting data, establishing facts, and drawing valid conclusions
• Well-developed and professional output of written and spoken communications in English
• Strong customer service soft skills with ability to handle challenging situations professionally
• Computer/Microsoft Office proficiency
• Experience with remote support tools, CRMs, and virtual collaboration platforms
• Professional email etiquette and remote communication skills
• Regularly makes decisions autonomously with limited guidance/supervision required
• Experience working directly on software-controlled laboratory instruments
• Previous experience in technical support with well-developed professional customer handling skills
• Knowledge of computer networking, internet protocols, and system administration
• Demonstrated experience working in ISO or GMP controlled environments
• Minimum of technical degree in Life Sciences, Microbiology, Computer Science, Engineering or equivalent experience; bachelor's degree preferred

Responsibilities

• Provide first-line remote technical support for Growth Direct™ system robotic, software, imaging, and microbial related issues
• Process customer complaints per SLAs, Escalation Processes, and with Field Service Engineer coordination as needed
• Case management within the Customer Relation Database, inputting pertinent information that includes date stamps, symptoms, investigation details and the resolution
• Provide support for issues encountered during validation activities (IQ/OQ/PQ) and LIMS software platform integrations
• Initiating and recommending product design change/improvement from customer data collected
• Develop and maintain technical documentation
• Complete all necessary training on time to meet Quality requirements

Preferred Qualifications

• Experience with SQL queries and data analysis
• Understanding of pharmaceutical QC applications: environmental monitoring, water testing, bioburden, sterility
• Understanding of 21 CFR Part 11, EU GMP, and ALCOA+ data integrity principles
• Experience working with LIMS platforms (LabWare, Sample Manager LIMS, MODA, or similar)
• Knowledge of Pharmaceutical Microbiology
• Additional EU language skills (German, French)

Benefits

• Remote position supporting EU customers during CET business hours
• Occasional travel to US for training and/or customer sites within EU may be required (5% travel)
• Working outside of business hours may occur for critical customer issues