Technical (Scientific) Support Specialist - East Coast

Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists. The Technical Support Specialist will serve as the first point of contact for customers, providing Tier 1-2 technical support to scientists and ensuring high-quality service and troubleshooting.

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, 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

Skills

• 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
• 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

Company Overview

Company H1B Sponsorship