Overview
At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. 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 are seeking an experienced Technical Applications Scientist who will play a pivotal role in addressing applications and informatics inquiries and concerns for our customers. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally with Commercial and R&D partners to deliver a strong end user experience. This role will report to the Senior Manager of Technical Support and will be based in San Diego Headquarters.
If you possess the following and want to make a meaningful impact, we invite you to explore this role.
Essential Functions and Responsibilities:
- Provide frontline customer support for applications and informatics related customer inquiries and issues
- Triage general customer complaints and delineate applications vs software vs hardware issues that may require the dispatching of Element Field Service Engineers or Field Application Scientists
- Support the management of applications and informatics customer escalations requiring internal R&D and Operations support
- Review instrument run logs and query databases to identify and troubleshoot issues over the phone or email
- Provide customer feedback to internal teams to drive design change recommendations with a strong end-user focus
- Identify root causes to applications and informatics issues and propose recommendations to influence and drive customer success
- Develop creative and effective support strategies, guidance to service manuals, and creation of procedures for new products and product updates
- Develop and validate applications and informatics troubleshooting documentation
- Provide technical guidance to tech support and field applications peers
- Displaying professionalism, understanding, tact, and technical knowledge in all customer interactions
- Utilizing service CRM software to dispatch and accurately document work in a timely manner
- Provide the broader customer support team with troubleshooting debriefs and regular updates/training on applications and informatics changes
- Partner with Software Development and Applications teams to provide appropriate technical solutions to customer analysis workflows
Education and Experience:
- Bachelors Degree with some relevant in house or field-based applications experience in molecular biology, genetics, bioinformatics or related field or Bachelors Degree with considerable in-house or field-based applications support experience; Masters Degree is a plus
- Minimum 1 year of experience with customer support and/or in biotech industry
- Experience parsing large instrument logs to identify common patterns to drive action
- Familiarity with Multi-omics workflows is a plus
- Experience working with instrumentation with optics, microfluidics, and electromechanical systems is a plus
- Excellent verbal and written communications skills
- Must have good technical writing abilities
Physical Requirements:
- Ability to lift up to 20 pounds
- Must be flexible in working hours as this position may require customer support during non-regular business hours
Location:
Travel:
- Domestic and International travel up to 10%
Job Type:
Base Compensation Pay Range:
In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off.
Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.
