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About the Role
Provide technical guidance and application support to customers using Oxford Nanopore products and workflows, helping researchers implement technologies from experimental design to data analysis. This role strengthens customer relationships and supports scientific research.
Responsibilities
- Provide first-line applications support across the Nanopore sequencing workflow via email, phone, live chat and Zoom, primarily for post-sales customers.
- Troubleshoot technical and application-related queries, identifying customer needs and delivering effective solutions.
- Support customers with experimental design, workflow implementation, validation and data analysis, and know when to escalate to specialist teams.
- Prioritize and manage multiple open cases, escalating complex technical issues where appropriate.
- Collaborate with internal technical, commercial and product teams to deliver an exceptional customer experience, including ad hoc pre-sales support on complex accounts.
- Accurately document customer interactions and technical information within CRM systems.
- Build strong relationships with scientists and researchers, acting as a trusted technical partner.
- Support field teams with first-line troubleshooting for strategic accounts.
- Participate in occasional conferences, regional team meetings and hands-on training sessions, including occasional training at our London headquarters.
Requirements
- BSc degree (or equivalent experience) in Molecular Biology, Genetics, Life Sciences, or a related scientific discipline.
- Strong foundation in molecular biology, genetics and life sciences.
- Next-generation sequencing (NGS) experience is preferred.
- Bioinformatics experience is a plus.
- Strong scientific curiosity and the ability to communicate technical concepts clearly and confidently.
- Proactive, coachable approach to problem-solving and troubleshooting.
- Willingness to learn new platforms and take feedback.
- Excellent organizational skills and the ability to manage multiple priorities.
- Customer-focused, with strong interpersonal and communication skills.
- Customer-facing or technical support experience is preferred.
- Spanish fluency is a plus.
- Willingness to travel (up to 20%), including occasional international travel.
- A valid passport is required.
- Must be authorized to work in the U.S. without current or future sponsorship.
Skills
- Molecular Biology
- Genetics
- Life Sciences
- Next-generation sequencing (NGS)
- Bioinformatics
- Technical communication
- Problem-solving
- Troubleshooting
- Organizational skills
- Interpersonal skills
- Communication skills
- Customer support
- Spanish
Location
- Remote
- East Coast (ideally in the Northeast - NY, NJ, PA, MA, MD)
Work Type
- Remote
- Occasional travel
Education Level
- BSc degree (or equivalent experience) in Molecular Biology, Genetics, Life Sciences, or a related scientific discipline.
Salary/Compensations
- $84,000 and $95,000 USD
Benefits
- Healthcare benefits
- Company 401(k) plan and company match
- Short-term and long-term disability coverage
- Basic life insurance
- Commuter benefits
- Annual bonus
- Stock awards
About the Company
- Oxford Nanopore has developed a new generation of nanopore-based sensing technology for faster, information-rich, accessible and affordable molecular analysis.
- The technology is used to understand and characterize the biology of humans, animals, plants, bacteria, viruses, and diseases such as cancer.
- By enabling biological insights, we strive to improve life on Earth and beyond.
- Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere.
- The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins.
- With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.
Equal Opportunity
- We are proud to be an equal opportunity employer.
- No terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, 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 will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
- If you require an accommodation to complete the application or interview process, please contact human.resources@nanoporetech.com