• Act as the primary contact for 1st and 2nd line technical support via phone and email • Respond promptly to incidents, diagnose issues, and collaborate closely with Product and Engineering for resolution • Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with performance standards • Managing the resolution of technical and non-technical issues in a professional, courteous manner • Troubleshoot a wide range of technical issues on our Justride platform and associated hardware • Assist in customer configuration and setups for special ticketing events and programs • Deliver training on our systems and applications via video conferencing and in-person • Develop and maintain technical reference materials, incident management solutions, and online FAQs • Gain a deep understanding of all Masabi products and how they are deployed in real-world scenarios • Participate in on-call rotations during critical launches and go-live periods

• Respond to alarms, calls, and tickets; validate mode, temperatures, flow, and unit status • Capture trends, screenshots, and event timelines • Execute approved runbook actions and stabilization steps • Escalate potential SOO or efficiency concerns with evidence, not speculation • Support EU CX as needed (time-zone coverage, coordination, data collection, escalation assistance) • Overrides are permitted only when explicitly approved by the Director of Technical Service or Manager, Technical Support Operations • All overrides must be documented, time-bound, and reviewed post-action • No control tuning without approval • Accurate, timely data capture that enables fast decisions • Disciplined escalation with complete context • Safe execution under pressure with minimal rework • Travel required during the training period

• Respond to alarms, calls, and tickets; validate mode, temperatures, flow, and unit status • Capture trends, screenshots, and event timelines • Execute approved runbook actions and stabilization steps • Escalate potential SOO or efficiency concerns with evidence, not speculation • Support EU CX as needed (time-zone coverage, coordination, data collection, escalation assistance) • Authority / Limits: Overrides are permitted only when explicitly approved by the Director of Technical Service or Manager, Technical Support Operations. All overrides must be documented, time-bound, and reviewed post-action. No control tuning without approval. • Success Looks Like: Accurate, timely data capture that enables fast decisions; disciplined escalation with complete context; safe execution under pressure with minimal rework. • Travel required during the training period

Job Title Senior Customer Support Engineer Location(s) US Remote - CA About Us Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health. Find your future at Revvity Revvity Customer Support Engineers (CSEs) help their customers enhance the productivity of their laboratory processes and drive high levels of satisfaction by delivering effective customer support. As a Service Team Member, you will represent the face of Revvity and drive best-in-class customer service, responsiveness, and professionalism. Revvity is seeking a Customer Support Engineer to support our High Content Screening and In Vivo product lines. Revvity's High Content Screening product line consists of confocal microscope imaging systems and solutions designed to assist in early research and discovery. Revvity's In Vivo product line consists of advanced imaging systems and solutions designed for preclinical research in living organisms. These products are primarily used in life sciences research, particularly in areas such as oncology, neuroscience, and drug discovery. The region covered where the Field Service Engineer will provide primarily support includes Northern CA, Southern CA, OR, and WA with additional travel and coverage as required. The majority of work will be in the SF Bay Area and Seattle. Overnight travel 50%+ will be required for this position. Key Responsibilities: - Enhance the Customer Experience: - Install, maintain, validate and repair Revvity and/or multivendor instrumentation at customer sites with best-in-class service. - Provide scheduled and unscheduled corrective maintenance for customers - including warranty services within a prescribed time frame and established - maintenance protocols. - Delivering customer familiarization for instrument operation and maintenance - Communicate service offerings including training, support, software, laboratory services products and field upgrades. - Partner with our customers to understand their analytical workflow and application. Support your team: - Support the local instrument sales representative(s) to help secure new - instrument orders. - Provide service that helps to drive the sale of new service agreements, service - agreement upgrades and instrument add-ons to existing service contracts. - Display exceptional written and verbal communication skills and actively interface with peers and customers. - Develop organizational awareness of other functional groups and product line. Drive Organizational Growth: - Demonstrate knowledge of and adherence to the installation, warranty, and - service agreement documentation standards. - Contribute to account profitability through efficient execution and service delivery. - Perform timely uploads and downloads of required service data to ensure the - integrity of service system(s). Maintain assigned assets including: - Company vehicle, tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc. - Proactively develop technical and soft skills to maintain and enhance Revvity’s - value proposition to the customer. - Enhance Revvity’s product quality by proactively reporting improvement - opportunities via the quality notification process. - Seek higher level certification through participation in company sponsored - training & development offerings. - Complete all administrative tasks to include but not limited to time reporting, - assigned training, etc. Basic Qualifications: - Bachelor’s degree. - A minimum of 2 years of field experience with a directly related experience in medical and biological research device service and support. - A valid driver’s license. The pay range for this full-time position is a salary 80,000.00 90,000.00 USD annual. This range reflects the minimum and maximum target for a new hire in this position. The pay offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered. #LI-MB1 What do we offer? We provide competitive and comprehensive benefits to our employees. Below are some highlights of our benefits: - Medical, Dental, and Vision Insurance Options - Life and Disability Insurance - Paid Time-Off - Parental Benefits - Compassionate Care Leave - 401k with Company Match - Employee Stock Purchase Plan Learn more about Revvity’s benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page. *For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information. Revvity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic or status protected by applicable federal, state, and/or local laws. If you are an applicant with a disability that requires reasonable accommodation to complete any part of the application process or are limited in the ability—or unable to use—the online application system and need an alternative method for applying, you may contact OpenJobs@revvity.com.