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About the Role
Serve as a key escalation point for complex product issues involving sequencing platforms, bioinformatics workflows, software, networking, and genomics applications. Collaborate with internal teams to drive issue resolution, improve products, and deliver exceptional customer experiences.
Responsibilities
- Provide advanced second-level technical support for escalated customer issues involving hardware, software, sequencing workflows, networking, and bioinformatics analysis.
- Investigate and manage complex product complaints through resolution, including troubleshooting, root cause analysis, risk assessment, and post-resolution monitoring.
- Collaborate with Product Management, R&D, Quality Assurance, and internal stakeholders to prioritize and resolve critical technical issues.
- Analyze support trends and recurring technical issues using CRM and reporting tools such as Salesforce (SFDC) and Tableau.
- Gather and prioritize Voice of Customer (VoC) feedback to support product improvements and future development initiatives.
- Support the full product lifecycle by contributing technical expertise during product development, launches, and post-market support activities.
- Review and improve technical documentation, troubleshooting guides, and customer-facing support materials.
- Communicate technical updates, best practices, and service bulletins to regional and global support teams.
- Help prepare support organizations for new product launches through process improvements, training, and readiness activities.
- Lead or contribute to projects aimed at improving global support operations, technical workflows, and customer satisfaction.
Requirements
- MSc or PhD in Life Sciences, Molecular Biology, Genomics, Bioinformatics, or a related discipline, or equivalent industry experience.
- 4+ years of experience within the biotech, biomedical, or genomics industry.
- Prior experience in technical support, field applications, customer-facing support, or similar technical roles.
- Hands-on experience with sequencing technologies, including library preparation, sequencing workflows, and data analysis and bioinformatics pipelines.
- Experience troubleshooting complex technical issues and managing product complaints.
- Strong analytical thinking and problem-solving capabilities.
Skills
- Sequencing technologies
- Library preparation
- Sequencing workflows
- Data analysis
- Bioinformatics pipelines
- Technical troubleshooting
- Product complaint management
- Analytical thinking
- Problem-solving
- CRM systems (e.g., Salesforce)
- Analytics/reporting tools (e.g., Tableau)
- Genomics hardware
- Genomics software systems
- Networking environments
- Bioinformatics troubleshooting
- Written communication
- Verbal communication
- Organizational skills
- Project management
- Customer support
- Cross-functional collaboration
- Business-oriented mindset
- Customer risk assessment
- Commercial impact assessment
- Global collaboration
- Self-motivation
- Customer focus
- Driven to succeed
Location
- AMR West Coast region
Work Type
- Hybrid
Experience Level
- 4+ years of experience within the biotech, biomedical, or genomics industry
- Prior experience in technical support, field applications, customer-facing support, or similar technical roles
Education Level
- MSc or PhD in Life Sciences, Molecular Biology, Genomics, Bioinformatics, or a related discipline, or equivalent industry experience
Salary/Compensations
- $97,000 - $121,849 USD
Benefits
- Annual bonus and stock awards based on individual performance
- Healthcare benefits
- Company 401(k) plan with company match
- Short-term and long-term disability coverage
- Basic life insurance
- Commuter benefits
About the Company
- Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere.
- We have developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis.
- The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins.
- The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments.
- We have a thriving culture of ambition and strong innovation goals.
- We are a UK headquartered company with global operations and customers in more than 125 countries.
Equal Opportunity
- No terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, color, age, disability or sexual orientation.
- Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
- We are proud to be an equal opportunity employer.
- We select and employ candidates only in accordance with their merits, qualifications, and abilities to perform the duties of the job regardless of gender, marital status, race, religion, color, age, disability, sexual orientation, military or veteran status.
- If you require an accommodation to complete the application or interview process, please contact human.resources@nanoporetech.com.