Technical Applications Scientist

This is a fully remote position, open to applicants in Connecticut, +5 more states.

📋 Description

• Deliver first-line application support throughout the Nanopore sequencing workflow via email, phone, live chat, and Zoom, primarily catering to post-sales customers.

• Address technical and application-related inquiries, providing effective solutions.

• Assist with experimental design, workflow implementation, validation, and data analysis.

• Refer issues to specialized teams, such as bioinformatics, when necessary.

• Manage and prioritize multiple open cases, escalating complex technical challenges to ensure timely resolutions and customer satisfaction.

• Work collaboratively with internal technical, commercial, and product teams to enhance the customer experience.

• Offer ad hoc pre-sales support for complex accounts.

• Record customer interactions and technical details in CRM systems.

• Build rapport with scientists and researchers as a trusted technical partner.

• Assist field teams by providing first-line troubleshooting for strategic accounts, addressing workflow failures, unexpected sequencing results, and tool misconfigurations.

• Engage in conferences, regional team meetings, and hands-on training sessions, including occasional training at the London headquarters.

⛳️ Requirements

• Bachelor’s degree (or equivalent experience) in Molecular Biology, Genetics, Life Sciences, or a related scientific field.

• Solid foundation in molecular biology, genetics, and life sciences.

• Experience with next-generation sequencing (NGS) is preferred.

• Background in bioinformatics is an advantage.

• Ability to articulate technical concepts clearly and confidently during video and live chat interactions.

• Proactive and coachable approach to problem-solving and troubleshooting.

• Openness to learning new platforms and accepting feedback.

• Strong organizational skills with the capability to manage multiple priorities.

• Experience in customer-facing or technical support roles is preferred.

• Fluency in Spanish is a plus.

• Willingness to travel up to 20%, including occasional international trips.

• A valid passport is required.

• Must be eligible to work in the U.S. without current or future sponsorship.

🏝️ Benefits

• Annual bonus eligibility for certain positions.

• Stock eligibility for specific roles.

• Healthcare benefits available for U.S. employees.

• Company 401(k) plan with matching contributions.

• Short-term disability coverage.

• Long-term disability coverage.

• Basic life insurance coverage.

• Commuter benefits.

• Reasonable accommodations for employees with disabilities.