Technical Support Scientist

This is a fully remote position, open to applicants in Spain.

📋 Description

• Address and prioritize incoming customer inquiries through various channels (phone, email, virtual) with the appropriate level of urgency.

• Identify and resolve technical problems related to Bionano instrumentation, consumables, software, and workflows.

• Offer scientific advice on experimental design, workflow optimization, and product application.

• Forward complex technical issues to Field Applications, Field Service Engineering, or R&D as necessary, ensuring prompt resolution and follow-up.

• Accurately document all customer interactions, complaints, and resolutions in CRM and complaint management systems.

• Evaluate support trends and customer feedback to pinpoint recurring problems and suggest product/process enhancements.

• Review and contribute to technical documentation, including protocols, user manuals, application notes, and training resources.

• Deliver remote and occasional on-site assistance for customer onboarding, training, troubleshooting, and workflow integration.

• Assist with pre-sales and post-sales initiatives, including evaluations, assay optimization, and data analysis.

• Support new instrument installation, maintenance, training, validation, and initial customer adoption.

⛳️ Requirements

• Advanced degree (MS or PhD) in Molecular Biology, Genetics, Genomics, Biochemistry, or a related discipline.

• 2+ years of relevant experience for PhD holders or 3–5 years for MS holders in genomics, molecular biology, or related fields.

• Proficiency in English communication at B2 level or above.

• Strong analytical and troubleshooting capabilities with the ability to resolve intricate technical challenges.

• Exceptional interpersonal, communication, and presentation skills (both verbal and written).

• Customer-oriented mindset with a dedicated commitment to ensuring customer success.

• Capacity to work both independently and collaboratively in a dynamic, cross-functional environment.

• Excellent organizational skills with a keen focus on detail and documentation precision.

• Willingness to travel up to 50% (as needed based on business requirements) for customer engagements and field support.

🏝️ Benefits

• Reasonable accommodations may be provided to assist individuals with disabilities in performing essential job functions.