Product Support Scientist - AMR West Coast

About the role

Join a global leader in genomics and sequencing technologies as a Product Support Scientist supporting customers and internal teams across the AMR West Coast region. This role is ideal for a scientifically driven professional who combines strong technical troubleshooting capabilities with excellent customer support and cross-functional collaboration skills.

Responsibilities

• Provide advanced second-level technical support for escalated customer issues involving hardware, software, sequencing workflows, networking, and bioinformatics analysis.
• Investigate and manage complex product complaints through resolution, including troubleshooting, root cause analysis, risk assessment, and post-resolution monitoring.
• Collaborate with Product Management, R&D, Quality Assurance, and internal stakeholders to prioritize and resolve critical technical issues.
• Analyze support trends and recurring technical issues using CRM and reporting tools such as Salesforce (SFDC) and Tableau.
• Gather and prioritize Voice of Customer (VoC) feedback to support product improvements and future development initiatives.
• Support the full product lifecycle by contributing technical expertise during product development, launches, and post-market support activities.
• Review and improve technical documentation, troubleshooting guides, and customer-facing support materials.
• Communicate technical updates, best practices, and service bulletins to regional and global support teams.
• Help prepare support organizations for new product launches through process improvements, training, and readiness activities.
• Lead or contribute to projects aimed at improving global support operations, technical workflows, and customer satisfaction.

Requirements

• MSc or PhD in Life Sciences, Molecular Biology, Genomics, Bioinformatics, or a related discipline, or equivalent industry experience.
• 4+ years of experience within the biotech, biomedical, or genomics industry.
• Prior experience in technical support, field applications, customer-facing support, or similar technical roles.
• Hands-on experience with sequencing technologies, including: Library preparation, Sequencing workflows, Data analysis and bioinformatics pipelines.
• Experience troubleshooting complex technical issues and managing product complaints.
• Strong analytical thinking and problem-solving capabilities.

Preferred Skills & Experience

• Experience with CRM systems such as Salesforce (SFDC) and analytics/reporting tools like Tableau.
• Familiarity with genomics hardware, software systems, networking environments, and bioinformatics troubleshooting.
• Strong written and verbal communication skills.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Business-oriented mindset with the ability to assess commercial impact and customer risk.
• Able to collaborate effectively across global and highly matrixed organizations.
• Self-motivated, customer-focused, and highly driven to succeed.