Remote Support Engineer

Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek - so they can do what they do best: improve the world around us. Information about Agilent is available at

As a Remote Support Engineer you will join Agilent Technologies CrossLab Group Online Technical Support Team supporting Brazil based customers requesting hardware, software and applications support on Gas Chromatography with Mass Spectrometry, HPLC, Spectroscopy and related products and solutions. As an active team member, you will provide remote post-sales technology support and technical services to external customers and/or internal field personnel utilizing remote diagnostic capabilities. This includes reactive actions that result in a timely and cost-effective problem resolution for customers and proactive preventative actions. You will leverage post sales interactions with customers to probe and qualify further revenue opportunities providing highly qualified leads to sales.

Key responsibilities include:

• Using your knowledge/expertise to deliver quality and timely responses to our customer requests for technical assistance on Gas Chromatography with Mass Spectrometry and/or Atomic Spectroscopy.
• Providing phone support in problem solving and technical support for our customers. The successful candidate must possess a thorough understanding of Microsoft Windows Products (Windows 11 & etc.). MSD Chemstation, EzChrom, Openlab and Masshunter products experience required.
• There could be up to 10% travel to customer sites performing technical work (repairs, installations, consulting) and attending internal Agilent training classes.

Some key responsibilities of this role can be but aren't limited to:

• Provide technical support through remote means, including phones, email, and chat.
• Troubleshoot Customers' Agilent hardware and software issues.
• Consult on Agilent's products and applications.
• Deliver minor educational services, including e-learning platforms.
• Select articles for Customer use and discussions.
• Help navigate a Customer's needs and network with different departments for a positive Agilent experience of service.
• Leverage post-sales interactions with Customers to explore and qualify further revenue opportunities.

• Bachelors, Masters or other University degree in Chemistry, Biochemistry, Engineer, or similar science field highly preferred; may consider an equivalent combination of education, training and experience.
• 4+ years of relevant experience with Agilent analytical instrumentation.
• 4+ years practical experience using and/or supporting GC/GC-MS, HPLC, and Spectroscopy experience.
• English advanced or intermediate.
• Logical troubleshooting skills.
• Ability to make decisions and juggle multiple competing priorities at one time,
• Excellent verbal and written communication skills.

Knowledge & Application:

• Possesses theoretical expertise usually obtained through advanced education (and passion) in Instrumental chemical analysis courses at a university.
• Continuously enhancing professional abilities to utilize that knowledge in a workplace setting.
• Carries out tasks with specific goals related to their area of expertise.
• Utilizes problem-solving methods to identify the best course of action within their area of responsibility.

Problem Solving & Complexity:

• Receives broad guidance on tasks and new projects, with work typically reviewed for precision.
• Leverages knowledge to find solutions for problems within a defined range.
• The scope of responsibilities and complexity of tasks expand over time as proficiency increases, requiring less supervision as one advance in their role.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely.Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

10% of the Time

Day

No End Date

Services & Support