Technical Applications Support Specialist

Remote Customer Support Full-time
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We are passionate about our mission to develop high performing products to study genomics in an unprecedented flexibility and to understand biology for the improvement of healthcare. We have built a highly efficient product-driven organization where employees can learn, grow and thrive in a challenging but encouraging environment.  We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.   We offer excellent benefits, which include a 401K plan, competitive health benefits, flexible vacation, and equity incentives.


What will you be doing?

  • Provide technical applications support by answering customer technical inquiries via phone, email, and chat
  • Handle problem recognition, research, resolution, and follow up for routine and complex applications problems
  • Collaborating with internal partners to resolve customer issues and improve processes
  • Participate in frequent training on products and continuing education on new applications and technologies
  • Accurately record pertinent information from customer contacts in Customer Relationship Management system
  • Recommend changes to knowledge databases, website, and other company-managed databases of technical information
  • Participate in trainings on both new and existing supported products
  • Collect and summarize trends, technology, and customer feedback to product development and commercial teams
  • Recommend and potentially implement changes to knowledge databases, website, and other company-managed databases of product-related information.
  • Present technical updates to colleagues and contribute to department meetings/trainings
  • May present technical and product information at trade shows and in customer field visits
  • Participate in additional special team or individual projects
  • Partner closely with the field applications team to quickly diagnose issues
  • Provide primary input or develop advanced troubleshooting documentation
  • Provide feedback to R&D, product quality teams, analyze and initiate improvement projects on libraries
  • Develop creative and effective support strategies and guidance to user manuals
  • Validate service advanced troubleshooting documentation and software
  • Provide guidance, training, and mentoring to associates of junior levels
  • Displaying professionalism, understanding, tact, fairness and technical knowledge in all customer interactions


  • Must be highly motivated and have strong problem-solving ability
  • Excellent verbal and written communications skills
  • Highly collaborative; able to work well within multidisciplinary teams
  • Familiar with NGS sample and library prep workflows
  • Skilled in nucleic acids and protein analytical methods
  • Generate high quality and reproducible wet lab data from established protocols
  • Strong relationship-building and Interpersonal skills
  • High degree of comfort navigating technical project discussions
  • Must be able to work independently and as a team player
  • Must be flexible in working hours as this position may require customer support during non-regular business hours
  • Prior experience in customer service is a plus
  • Quick learner and adapts to change
  • Detail oriented


  • MS degree with 5+ years or PhD plus experience in NGS library construction
  • Experience with NGS sequencing instrument and sequencing run set up preferred