北京招聘

Application Support Engineer
Application Support Engineers are expected to:
? Work closely with other Titian Support staff, including pooling resources so as to balance the support workload between US, UK and China staff and increase responsiveness to customers.
? Test and apply:
o New Mosaic installations under direction of Project Manager or technical lead.
o Mosaic upgrades of installed base and co-ordinate upgrades through customers.
o Patches and/or co-ordinate the application of patches through appropriate customer representatives.
o Issue resolutions (such as remedial scripts).
? Work towards the resolution of support issues arising from Titian's installed user base:
o Investigate customer-reported issues via remote (VPN) access to customer systems.
o Gather sufficient, suitable evidence to allow further diagnosis by other Titian staff.
o Perform data fixes to resolve issues or work around problems.
o Make configuration changes to the Mosaic installation to resolve issues.
o Keep detailed records in Titian's support issue and change request systems.
? Maintain an active, visible, on-going, and excellent working relationship with customers.
? Develop a strong functional knowledge of Mosaic, and gain detailed understanding of the inner workings of Titian's Mosaic product suite through training, working with other support staff and software developers, plus experience of working with/supporting those subsystems (including code inspection).
? Understand customer needs, identify issue causes and develop resolution strategies.
? Be responsible for resolution of technically complex support issues arising from Titian's installed base, including performing the actual diagnosis (which often requires reading through source code and trace log files).
? Provide, organize and maintain communication to the Titian Software Development group based on customer feedback and customer reported issues:
o Highlighting changes that could be made to eliminate/alleviate appropriate customer support issues.
o Assist with identifying requirements for on-going product development based on customer feedback.
? Participate in regular support telephone conferences and periodic maintenance upgrades.
? Undertake occasional travel to customer sites for the provision of support or training.
Furthermore, over time Application Support Engineers would be expected to:
? Become sufficiently experienced to support Mosaic subsystems without having to seek assistance from other support staff or developers (other than for the most complex of problems).
? Provide assistance to other support staff where they can provide insight, either due to familiarity with the subsystem or the client installation involved.
? Become the Support Manager for Titian customers, and in so doing be their primary contact for support related matters, organise regular telephone conferences and manage periodic maintenance upgrades.
? Act proactively to improve the use of Mosaic at the customer sites, especially where they are Support Manager.
? Understand various non-Titian products and systems (such as automated stores, liquid handlers and informatics systems) in use at customer sites - not only where this impacts the operation of Mosaic, but also where it is advantageous to maintaining a good customer relationship.
? Have active involvement in other aspects of Titian's business, whether external (such as providing sales support or application consultation) or internal (maintenance of test environments and other systems at Titian).
? Travel (<20%) to customer sites, as well as, to Titian's office in London, UK.
Support staff may be asked to take responsibility for the maintenance of IT systems at Titian, such as one or more of the following:
? Mosaic Test systems which mimic customer installations.
? Desktop PCs and laptops.
? Oracle databases and Windows servers / virtual machines.
? VPN connections (both for Titian staff working out of the office and access to customer systems for installation / support purposes).
? Telephone and networking infrastructure.
? Active directory management, plus other IT infrastructure (such as the change request, source control, support issue tracking and timesheet systems).

Relevant Background
? A technical background in software, research informatics or other relevant area. Past experience in software development is advantageous.
? 4 year technical undergraduate degree. Software, Computer, or System Engineering, Chemistry or Biology preferred.
? Proficient with Windows.
? 2+ years of experience in support role of customer data management and software solutions.
? Strong, excellent, proven customer relationship skills.
? Proficient in SQL. Familiarity with Oracle preferred.
? Familiarity with sample management operations/systems or other relevant life science/bio-pharmaceutical industry experience is advantageous.
? Ability to read and understand C#, .NET, VB6, PL/SQL, & ASP is advantageous.
Members of the Support Team are expected to have:
? A methodical work approach.
? Strong prioritization skills.
? An excellent work ethic.
? The ability to work well in remote, non-supervised customer locations.
? Excellent internal and external verbal and written communication skills.
Location and Reporting
? Located at LBD's offices in Shanghai.
? Position reports to Titian UK Head of Support.

腾泉生命科技有限公司系SPT Life Sciences集团的全资子公司，总部位于上海，专注于蓬勃发展的中国生命科学研发事业，服务于生物技术/制药公司、CRO、科研院校和医院客户。
SPT Labtech（前身为TTP Labtech）有限公司也是SPT Life Sciences集团的下属子公司之一，是生命科学研究领域自动化仪器和耗材设计与开发的国际领导者。在过去的18年中，SPT Labtech设计并制造了功能强大，可靠且易于使用的纳升级移液工作站、自动化生物样本库，同时提供了在冷冻电镜和药物研发领域的解决方案，极大提升了科学家的实验能力。这些产品简化了关键的工作流程，显著提高了药物发现、结构生物学、基因组学、冷冻电镜和生物样本库自动化管理的灵活性、效率和生产率。
     2007年，SPT Labtech亚洲办公室成立。进入中国市场后，其全线产品在中国市场得到良好拓展，产品美誉度和知名度逐步上升，团队也以专注、专业的服务获得客户认同。基于对中国市场持续发展的信心，并坚信中国的生产、研发资源与SPT Labtech的创新能力的极大互补性，2010年SPT Labtech合资注册了腾泉生命科技，营销和支持SPT Labtech全线产品。2020年10月，腾泉生命科技加入英国SPT Life Sciences集团未来蓝图，成为SPT Life Sciences集团的全资子公司。通过这次收购，SPT Life Sciences更好地进入到迅速发展的中国生命科学研究市场。腾泉生命科技也自此加入了包括SPT Labtech Ltd和Quantifoil在内的公司行列，将更好地满足中国生命科学研究领域快速发展的需求。
目前在营产品主要包括：
1)    comPOUND -20℃气动式自动化样本存储系统：可储存10 万-20 万份样本，是小分子化合物、质粒和抗体存储和管理的***利器。
2)    arktic -80℃气动式全自动化样本存储系统：可为每个实验室提供经济的、稳健的生物样本存储系统，是存储生物样本如组织和血液的优先选择。
3)    lab 2 lab样本远程传输终端：可以连接多台comPOUND或arktic统一控制管理，使多套系统形成一个整体库而不是多个分隔的子库，实现样本全流程自动化存取。
4)    mosquito纳升级移液工作站：广泛应用于蛋白结晶筛选、小分子药物筛选和基因组学的研究，通过微缩化实验体系，节省珍贵的样品和试剂。
5)    dragonfly纳升级分液工作站：精准，稳定、快速和超低死体积的分液工作站，提供200 nL-4 mL大量程分液，主要用于药物筛选和基因组学的研究
6)    mirrorball高通量抗体药物筛选平台：能以均相免洗的方式进行高通量抗原-抗体结合筛选，是高通量快速抗体药物研发的利器。
7)    chameleon冷冻电镜全自动样本制备系统：通过独有的blot free技术和快速的plunge时间，可解决现有的冷冻电镜样本制备存在取向优势、蛋白降解和变性等问题。
同时，腾泉还代理欧美和日本其它优秀的国外厂商设备，如MSD (超敏多因子电化学发光分析仪)、Jansi UVEX-P（蛋白结晶紫外荧光自动成像系统）、BioMicroLab (自动化样本管处理平台)、KBiosystems(自动挑克隆系统和全自动封膜和撕膜仪)、Yokogawa CV8000（双转盘共聚焦高内涵）、Apricot (全自动液体工作站)、Ziath（超高速扫描仪）、Micronic（全自动开关盖机和2D条码管）Basque (CXT353桌面型超低温样本分装仪)。
 我们的使命和愿景是：一点一滴、持之以恒，成为您身边最可靠的技术顾问，为科学家们加速生命科学研究。
 为更好服务客户、进一步拓展市场，我们已经在香港、上海与北京设立公司及办事处。
 我们充满活力的年轻专业团队，将秉承专注、专业、持之以恒、追求共赢的企业价值，立志成为中国生命科技行业最用心的建设者！