Technical Support Specialist III

About the role

As a Technical Support Specialist III you will work largely independently across complex, diverse-scope problems — triaging escalated cases from Level I/II, designing diagnostic experiments to isolate root causes on issues junior specialists couldn’t resolve, and drawing on proficiency across many product families. Beyond casework, you will mentor newer staff on their projects, flag recurring product trends to Engineering and Product Management, and take on forward-looking work like building troubleshooting guides or training materials for upcoming product launches.

Responsibilities

• Investigates complex product problems associated with QSD software.
• Coordinates software design requests with R&D.
• Monitors trends of QSD software complaints.
• Provides responses to technical supports and customers.
• Develops and executes training programs and provides training to lower-level product support and Technical Support personnel.
• Leads development of best practices, develops troubleshooting tools and work instructions, and serves as a technical resource for the team.
• Participates in third-party manufacturer and selling-region communications.

Requirements

• Bachelor of Science in Informatics, Computer Science, or a related technical discipline.
• 4+ years of work experience in a laboratory setting, clinical laboratory, research laboratory, clinical diagnostics, information technology, or manufacturing industry.

Preferred Qualifications

• Experience with the Unity software suite, SQL Server, and TCP/IP connections.
• Experience with OKTA, Citrix, ASTM/HL7, and Mirth Connect.
• Experience in information technology related to life science, biotech, or the medical/laboratory field.
• Knowledge of quality control (QC) principles and QC data management software.
• Excellent communication and customer service skills.

Benefits

• Competitive medical plans for you and your family.
• Free HSA funds.
• Fertility offering with stipend.
• Group life and disability insurance.
• Paid parental leave.
• 401(k) plus profit sharing.
• Employee stock purchase program.
• Upgraded mental health platform.
• Extensive learning and development opportunities.
• Education benefits and student debt relief program.
• Pet insurance.
• Wellness challenges and support.
• Paid time off.
• Employee Resource Groups (ERGs).

Compensation

The estimated base salary range for this position is $78,300 to $132,900 at the time of posting. Actual compensation will be provided in writing at the time of an offer and is based on several factors including geographic location, experience, knowledge, skills, abilities, and other job-permitted factors. This position is eligible for a variable annual bonus dependent upon achievement of individual objectives and company performance.

Schedule

Bio-Rad is pleased to offer the flexibility of remote work for this role anywhere in the U.S.