Product Support System Adminstrator

Job Summary:

NanoString is a growing Biotech technology company with complex support needs for our customers. The Product Support System Administrator is a key member of the Customer Experience team at NanoString.  You will work closely with the Technical Application Scientists, Product Support Engineers, Instrument Service, R&D, and IT teams to diagnose and resolve system and network issues for our external customers. In this role you will adept at both building relationships and resolving issues. You will be the primary technical point of contact for our customer’s IT related issues and will navigate their technical architectures and be ready to troubleshoot their issues, with little or no background given. You will own or orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for customers. You will create IT documentation and track customer feedback to help inform and prioritize items in the product roadmap and system development efforts.  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 remote support for all instrument system configuration, network configuration and lab integration issues at our customer’s sites located globally
• Work with IT teams for new customers to ensure network and system checklists are understood and met prior to and during instrument installations
• Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex system integration and network configuration issues.
• Work with NanoString IT resources to document standard workarounds for common issues
• Create and maintain detailed records of activity in the CRM system
• Create IT documentation and track customer feedback to help inform and prioritize items in the product roadmap and system development efforts
• Create, publish and test support and service documentation to facilitate more generalized instrument support
• Own/orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for customers

Qualifications and Requirements (Education, Experience, Specific Skills):

• S and/or M.S. in Information Technology, Computer Science or related field
• 3-4 years of experience integrating systems in a fast-paced environment, ideally in the medical device industry
• 2 years experience with Windows System Administration (prefer related MSCA certifications)
• Experience with Windows Security Administration
• Experience setting up and troubleshooting applications running in cloud services such as AWS
• Excellent communication skills, ability to clarify issues and reach consensus with an audience
• Ability to listen and understand customers’ and others’ issues and concerns, both technical and operational
• Working knowledge of high performance compute infrastructure
• Working knowledge of remote support technology (LogMeIn)
• Practical knowledge of ITIL fundamentals
• Experience working within an enterprise document control system
• Knowledge of quality control principles, business processes, management systems and common software applications
• Ability to work independently and collaboratively in cross-functional teams
• Ability to drive tasks and achieve scheduled deadlines
• Ability to multi-task and take a creative approach to problem solving
• Demonstrated problem solving skills in a complex fast paced environment and in complex situations

Other:

• See benefits at NanoString
• NanoString is an equal opportunity employer that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.
• NanoString participates in E-Verify. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.

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