研发软件支持工程师

R&D Software Support Engineer

珀金埃尔默（PerkinElmer）

地点: 伍德布里奇，加拿大
类型: 全职
编号: REQ-057328

测试测量与科学仪器实验室与分析仪器

中文 English

职责

在研发软件团队中担任客户专属代表，确保用户需求始终是开发重点。
与客户、现场服务工程师和技术支持人员建立并保持牢固的关系，以深入了解 ICP-MS 仪器的实际使用情况。
直接与客户合作，了解技术难题和运营影响，以专业和结构化的方式清晰地沟通故障排除步骤、发现的问题和推荐的解决方案。
提供最佳实践、系统配置和预防措施方面的指导，并支持客户接受变通方案和最终解决方案。
为与 ICP-MS 仪器集成的软件应用程序提供二级/三级支持，作为现场服务或技术支持无法单独解决的问题的主要升级联络人。
在实验室环境中配置和操作 PerkinElmer ICP-MS 仪器，以重现客户报告的问题，并对应用程序、仪器控制、固件和操作系统/网络层进行详细的故障排除。
在开发永久修复方案期间，找出并验证可最大限度减少客户停机时间的变通方法。
从最初提交到解决，跟踪问题的整个生命周期，向所有利益相关者保持透明的状态更新，并确保及时跟进和关闭。
从可维护性角度协助进行新版本和更新的系统测试。
在将问题上报工程部门之前，请先进行初步的根本原因分析，并将分析结果连同支持数据一起记录下来。
与软件开发人员和工程团队协调，进行缺陷升级、更深入的根本原因分析和解决方案规划。
在向客户部署之前，根据客户最初报告的场景验证软件修复、补丁和配置。
支持开发针对现场服务和技术支持团队的培训材料和简报，内容涉及新软件版本、已知问题和解决方法。
创建并维护故障排除指南、常见问题解答文档、诊断程序和知识库文章，以解决常见的软件相关仪器问题。
在需要深入了解软件或仪器知识的关键客户问题升级期间，为现场工程师提供实时支持。
找出反复出现的问题，并提出改进产品质量、文档和支持流程的建议。
向研发和产品管理部门提供关于可用性、可靠性和客户痛点的结构化反馈。
编写和维护内部文档，包括故障排除指南、常见问题解答文档、诊断程序、工作流程指南、已知问题摘要等。

必备要求

计算机科学、工程、化学或相关领域的学士学位。
3 年以上软件技术支持经验，最好是在科学仪器或受监管的环境中。
具备强大的软硬件系统故障排除能力。
具备在受控实验室环境下重现复杂技术问题的经验。
能够分析日志、系统数据和错误情况，从而找出根本原因。
具备优秀的书面和口头沟通能力，能够有效地与客户和内部团队互动。

优先条件

具备 ICP-MS 仪器及相关科学或实验室软件应用（例如仪器控制软件、LIMS、ELN 或数据分析工具）的实际操作经验。
了解网络、数据库和基于 Windows 的系统环境。
接触受监管的环境（例如，GMP、FDA 21 CFR 第 11 部分）。
具备与全球支持团队和分布式工程组织合作的经验。

Responsibilities

Serve as the customer-specific representative within the R&D software team, ensuring user needs remain the development focus.
Build and maintain strong relationships with customers, field service engineers, and technical support staff to gain deep insight into real-world usage of ICP-MS instruments.
Work directly with customers to understand technical challenges and operational impact, clearly communicating troubleshooting steps, findings, and recommended solutions in a professional and structured manner.
Provide guidance on best practices, system configuration, and preventive measures, and support customer acceptance of workarounds and final solutions.
Provide second/third-level support for software applications integrated with ICP-MS instruments, acting as the primary escalation contact for issues that field service or technical support cannot resolve independently.
Configure and operate PerkinElmer ICP-MS instruments in a laboratory environment to reproduce customer-reported issues and perform detailed troubleshooting across application, instrument control, firmware, and OS/network layers.
Identify and validate workarounds that minimize customer downtime while permanent fixes are developed.
Track issues through their entire lifecycle from initial submission to resolution, maintaining transparent status updates for all stakeholders and ensuring timely follow-up and closure.
Assist with system testing of new releases and updates from a maintainability perspective.
Perform initial root cause analysis before escalating issues to engineering, documenting findings along with supporting data.
Coordinate with software developers and engineering teams for defect escalation, deeper root cause analysis, and solution planning.
Validate software fixes, patches, and configurations against the customer's originally reported scenario before deployment.
Support the development of training materials and briefings for field service and technical support teams on new software releases, known issues, and workarounds.
Create and maintain troubleshooting guides, FAQ documents, diagnostic procedures, and knowledge base articles to address common software-related instrument issues.
Provide real-time support to field engineers during critical customer issue escalations requiring deep software or instrument knowledge.
Identify recurring issues and propose improvements to product quality, documentation, and support processes.
Provide structured feedback to R&D and product management on usability, reliability, and customer pain points.
Write and maintain internal documentation, including troubleshooting guides, FAQ documents, diagnostic procedures, workflow guides, known issue summaries, etc.

Must Have

Bachelor's degree in Computer Science, Engineering, Chemistry, or a related field.
3+ years of experience in software technical support, preferably in scientific instrumentation or a regulated environment.
Strong hardware and software system troubleshooting skills.
Experience reproducing complex technical issues in a controlled laboratory environment.
Ability to analyze logs, system data, and error conditions to identify root causes.
Excellent written and verbal communication skills, with the ability to interact effectively with customers and internal teams.

Preferred

Hands-on experience with ICP-MS instruments and related scientific or laboratory software applications (e.g., instrument control software, LIMS, ELN, or data analysis tools).
Knowledge of networking, databases, and Windows-based system environments.
Exposure to regulated environments (e.g., GMP, FDA 21 CFR Part 11).
Experience collaborating with global support teams and distributed engineering organizations.

公司简介

Perten 是 PerkinElmer 旗下公司，致力于为食品和农业行业提供分析解决方案。凭借数十年的专业经验，我们为全球客户提供先进的谷物、乳制品、饲料、食品和工艺分析技术。我们的产品组合包括近红外 (NIR) 仪器、谷物质量检测解决方案、流变分析仪、乳品分析仪和过程监控技术，旨在帮助生产商确保质量、优化产量、提高一致性并减少浪费。Perten 凭借其可靠的技术、应用专业知识和专注的客户支持，赢得了全球实验室、粮食处理商、磨坊主、食品制造商和加工商的信赖，帮助客户做出更明智、数据驱动的决策。珀金埃尔默是一家全球领先的分析服务和解决方案提供商，其领先的 OneSource 现场和实验室服务业务服务于生物制药、食品、环境、安全和应用终端市场，旨在加速科学成果的实现。自 1937 年以来，珀金埃尔默一直是实验室分析和管理领域值得信赖的合作伙伴。如今，公司凭借其丰富的原子光谱、分子光谱和色谱仪器、耗材和试剂产品组合，进一步完善了其服务体系。公司拥有超过 6000 名员工的专业团队，为遍布 35 个国家和地区的客户提供服务。更多信息请访问 www.perkinelmer.com。