Technical (Scientific) Support Specialist - West Coast

Technical Support Specialist (West Coast)

Plasmidsaurus' Technical Support Specialists serve as the first point of contact for our customers, delivering fast, consistent, and empathetic Tier 1-2 technical support to scientists in academic and research labs, and at biotech and pharmaceutical companies of all sizes. This position is a great fit for those with a background in biomedical sciences who are passionate about helping researchers succeed and thrive at solving problems. You will play a critical role in supporting our customers, and will help with any challenges, from troubleshooting technical issues, and monitoring sequencing processes to maintaining the highest quality and record keeping standards.

Overview

You will provide expert technical support for our sequencing services, interpret scientific information communicated by customers, identify their needs, and determine the best path to solutions for their requests. You will also monitor sequencing process outputs, troubleshoot inconsistencies, and escalate complex issues to the appropriate departments as needed. Maintain accurate records of customer interactions and support cases in our CRM system, and provide feedback to improve workflows, documentation, and the overall customer experience.

Responsibilities

• Respond to customer inquiries via email and phone in a timely and professional manner, balancing urgency and quality in your responses.
• Provide expert technical support for our sequencing services, interpreting scientific information and identifying customer needs and solutions.
• Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.
• Monitor sequencing process outputs and troubleshoot inconsistencies to ensure high-quality results.
• Identify and escalate complex issues to the appropriate departments, collaborating with laboratory technicians, bioinformatics specialists, and software teams.
• Maintain accurate records of customer interactions and support cases in our CRM system.
• Provide feedback to improve workflows, documentation, and overall customer experience.

Qualifications

Nice to have

Working hours

Location : San Francisco, CA; San Diego, CA; Eugene, OR; Seattle, WA; or Los Angeles, CA.

Seniority level

Employment type

Job function

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