Technical Support Specialist - NGS

Job Description

Technical Support Specialist - NGS

Hybrid | 3 days/week in San Francisco or Boston

Up to $80K + Great Benefits

If you have a background in next-generation sequencing or molecular biology and enjoy communicating complex scientific concepts clearly, this role is a great opportunity to bring your bench experience into a customer-facing position within a rapidly-scaling start-up environment.

Bloom Life Science are partnered with an early-stage DNA sequencing company that have experienced fast growth organically and are scaling their customer support function.

We are hiring a Technical Support Specialist to serve as the first point of contact for scientific 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 customers, and will help with any challenges, from troubleshooting technical issues, and monitoring sequencing processes to maintaining the highest quality and record keeping standards.

The Role:

• 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, quickly interpreting scientific information communicated by customers, and identifying their needs and the best path to solutions for their requests
• 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 directly with our 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.

About You:

• A Bachelor’s degree Biology, Genetics, Molecular Biology, or a related field
• Experience in DNA sequencing, genomics, or molecular biology techniques
• Some experience interacting with customers or users, ideally fielding high volume requests as the first point of contact.
• Strong critical thinking and problem-solving skills and excellent analytical capabilities.
• An ability to prioritize tasks and communication efficiently, ensuring timely updates without sacrificing quality of solutions or responses.
• Strong written and verbal communication and customer service skills
• A proactive, solutions-oriented mindset and the ability to work both independently and collaboratively in a fast-paced startup environment.

Desirables:

• Familiarity with bioinformatics tools and NGS data analysis is beneficial but not required.
• A systems thinking approach, looking beyond isolated issues to improve workflows, prevent recurring problems, and enhance the overall user experience.
• Contributed to the development of training documentation.
• Direct startup experience in Biotech, Medtech, or Healthtech.
• Experience with ticketing services like Service Hub, Zendesk, or Service Cloud.

If this sounds like you, click apply or you can reach out to me directly if you'd prefer.

Keywords: Technical Communication, Scientific Support, Next-Generation Sequencing, NGS, Genomics, Project Management, DNA Sequencing, Customer Facing, Molecular Biology

📧 ali@bloomlifescience.com

📱 +1 857-370-5757