At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.
We are seeking an experienced Technical Applications Scientist who will play a pivotal role in addressing applications and informatics inquiries and concerns for our customers. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally with Commercial and R&D partners to deliver a strong end user experience.
Role Overview
- Location: San Diego, CA (Onsite at Headquarters)
- Job Type: Full-time / Exempt
- Reporting To: Senior Manager of Technical Support
- Base Compensation Pay Range: $90,000 - $110,000
Essential Functions and Responsibilities
- Frontline Customer Support: Provide frontline customer support for applications and informatics related customer inquiries and issues.
- Triage & Escalation: Triage general customer complaints and delineate applications vs. software vs. hardware issues that may require the dispatching of Element Field Service Engineers or Field Application Scientists. Support the management of applications and informatics customer escalations requiring internal R&D and Operations support.
- Troubleshooting & Log Analysis: Review instrument run logs and query databases to identify and troubleshoot issues over the phone or email. Identify root causes to applications and informatics issues and propose recommendations to influence and drive customer success.
- Strategy & Documentation: Develop creative and effective support strategies, guidance to service manuals, and creation of procedures for new products and product updates. Develop and validate applications and informatics troubleshooting documentation.
- Internal Collaboration: Partner with Software Development and Applications teams to provide appropriate technical solutions to customer analysis workflows. Provide customer feedback to internal teams to drive design change recommendations with a strong end-user focus.
- Team Training: Provide technical guidance to tech support and field applications peers. Provide the broader customer support team with troubleshooting debriefs and regular updates/training on applications and informatics changes.
- CRM Tracking: Utilize service CRM software to dispatch and accurately document work in a timely manner, displaying professionalism, understanding, tact, and technical knowledge in all customer interactions.
Education and Experience
- Education: Bachelor's Degree in molecular biology, genetics, bioinformatics, or a related field. A Master's Degree is a plus.
- Industry Experience: Minimum 1 year of experience with customer support and/or working in the biotech industry.
- Technical Experience: Experience parsing large instrument logs to identify common patterns to drive action.
- Preferred Experience (Plus): * Familiarity with Multi-omics workflows.
- Experience working with instrumentation featuring optics, microfluidics, and electromechanical systems.
- Communication Skills: Excellent verbal and written communication skills, with proven technical writing abilities.
Physical Requirements, Travel, & Schedule
- Physical Limits: Ability to lift up to 20 pounds.
- Schedule: Must be flexible in working hours as this position may require customer support during non-regular business hours.
- Travel: Domestic and International travel up to 10%.
Compensation & Total Rewards
The base compensation range for this role is $90,000 - $110,000. Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.
In addition to base compensation, you will be eligible for:
- Stock options
- Discretionary annual bonus
- No-cost health insurance plans
- 401(k) with company match
- Flexible paid time off
Equal Opportunity Employment
We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
