Technical Customer Support II

Technical Customer Support II

Imagine yourself…

• Doing meaningful work that makes an everyday impact on the world around you.
• Growing your expertise and expanding your skillset with every project.
• Owning your ambition and fueling your career growth.

It's possible with a role at Sea-Bird Scientific. Headquartered in Bellevue, Washington, Sea-Bird Scientific, a Veralto company, is the world's largest developer and manufacturer of products for the measurement of salinity, temperature, pressure, dissolved oxygen, fluorescence, nutrients and related oceanographic parameters in marine waters. We offer products to support best-in-class oceanography and climate science. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused, and growth-oriented.

At Sea-Bird Scientific and Veralto, you'll be part of a unique culture and work environment where purpose meets possibility: where the work you do every day directly supports the health and sustainability of our oceans and their ecosystems, and where you'll have access to robust opportunities to deepen your skillset and develop your career.

We offer:

• Professional onboarding and training options
• Powerful team looking forward to working with you
• Career coaching and development opportunities
• Health benefits
• 401(k)

We are currently seeking a Technical Customer Support II, reporting to the Technical Support Manager, to provide professional, prompt, and accurate technical support to both internal and external customers for Sea-Bird Scientific products. This role serves as a primary point of contact for domestic and international customers, delivering a high level of technical support. The position is responsible for handling customer inquiries related to instrument use, troubleshooting, applications, maintenance, and best practices.

This role is part of the Applied Science Team and requires an on-site presence at our Bellevue, WA facility.

In this role, a typical day will look like:

• Answering incoming telephone calls in a professional and courteous manner
• Providing clear, professional technical responses to customer support requests via email or web form
• Troubleshooting mechanical and electronic issues related to Sea-Bird Scientific instruments
• Diagnosing and resolving software and data-related issues
• Using scientific software to plot, process, and evaluate customer data
• Documenting customer inquiries, quality concerns, warranty issues, and feedback in internal systems
• Building and maintaining strong relationships with customers by delivering timely, effective solutions
• Collaborating with internal teams to resolve customer issues and improve product support
• Participating in process improvement initiatives to enhance efficiency and customer experience
• Working additional hours as needed to support business needs and meet deadlines
• Continuously developing and maintaining in-depth knowledge of products and applications
• Delivering technical training to customers, representatives, and colleagues, both in person and remotely
• Assisting in the development of written and multimedia materials for product training and user education
• Provide feedback to product managers, salespersons, and engineers about product improvements
• Provide support for R&D and science related projects

The essential requirements of the job include:

• Bachelor's degree in a Science or Engineering-related field (Oceanography, Environmental Science, Physics, Chemistry, Engineering, or Computer/Data Science preferred)
• 3-5 years experience in a customer service or technical support related field
• Experience with oceanographic instrumentation or research cruises preferred
• Must have a valid driver's license and a good motor vehicle driving record
• In-depth knowledge of Microsoft Office
• Basic knowledge of Windows network systems and serial communications protocols preferred
• Experience with integrated systems, PLCs, or industrial applications a plus

Communication & Analytical Skills

• Communicate clearly and professionally with customers, peers, and leadership
• Read, interpret, and create technical documentation and procedures
• Present technical information effectively and respond to questions with confidence
• Demonstrate a solid understanding of scientific and engineering terminology
• Multilingual skills are a plus, particularly Mandarin
• Apply strong analytical and problem-solving skills to technical and data-related challenges
• Analyze measurements, convert units, and work with basic mathematical and statistical concepts (Excel)
• Evaluate complex technical information to identify issues and implement practical solutions
• Show curiosity, adaptability, and willingness to learn and take on new challenges