[Hiring] Technical Support Specialist I - NGS and Molecular Biology @Standard BioTools

Role Description

Standard BioTools is seeking a highly motivated Scientific Technical Support Specialist I - NGS and Molecular Biology to join our dynamic and collaborative team. The individual will provide support to our customers from both systems and an applications perspective.

• Provide phone and email support as the primary contact for Service and Application-related issues for internal and external customers.
• Own support cases end-to-end, managing troubleshooting, escalation, resolution, and customer communication.
• Follow SOPs to document all interactions, track complaints, identify trends, and support cross-functional failure investigations.
• Monitor and triage escalations, engaging subject matter experts as needed.
• Support panel design requests, Application configuration, and conduct biotech Application demonstrations, including data analysis and customer presentations.
• Develop, review, and publish knowledge content, training materials, and technical documentation.
• Develop deep technical expertise in Standard BioTools Service and Application platforms with the goal of becoming a subject matter expert.
• Distill customer feedback into actionable items that feed into the development pipeline.

Qualifications

• Solid grounding in molecular biology, including expertise in genotyping, gene expression, digital PCR, biostatistics, and biological data presentation.
• Strong practical knowledge of molecular biology: experience performing qPCR/RT PCR, sequencing library prep, and FACS.
• Comprehensive theoretical and practical understanding of NGS protocols, concepts, and data analysis.
• Understanding of bioinformatics analysis tools and concepts: clustering algorithms, PCA, violin plots, R, SNP analysis, BLAST, etc.
• Knowledge and use of microfluidics and NGS instrumentation a plus.
• Departmental policies, procedures, directives, rules, and regulations.
• Manage multiple custom panel design orders at a time, with little supervision.

Requirements

• Bachelor's degree with 3 years of relevant lab experience in molecular biology, biochemistry, clinical chemistry, or an allied discipline and at least a year of customer or technical support experience.
• PhD preferred – not required - takes the place of 2 years of relevant lab experience.
• Proven experience in at least one of the following applications: NGS library preparation, gene expression, genotyping, digital PCR, combined with experience in customer support (preferably in the life sciences).
• Outstanding troubleshooting and problem-solving skills combined with a genuine desire to see the customer succeed.
• Strong customer service orientation and willingness to prioritize customer needs.
• Ability to organize and present data to large groups in person and through technical webinars.
• Must have strong interpersonal and organizational skills.
• Excellent listening, oral, and written communication skills.
• Professional telephone manner.
• Experience following and/or developing Standard Operating Procedures (SOPs).
• Superb follow-through skills and relationship management required.
• Previous customer or technical support experience desired.
• Ability to interact with our customers on a level that inspires confidence and secures customer loyalty.
• Ability to independently design, plan, and execute experiments.
• Expertise in genomics sequencing and advanced NGS techniques is a big plus.
• Maintain theoretical and practical knowledge of molecular biology, genetics, PCR, and sequencing library prep across a wide variety of specialty applications.
• Experience in troubleshooting computer hardware and software issues, as well as networking, is an advantage.

Benefits

• Range for Role: $52,500.00-$75,000.00.
• All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.