At 10x Genomics we innovate constantly, empowering our customers to discover new biology with previously unimagined breath, depth and accuracy.
As an in-house Application Support Scientist you will be at the center of innovation that builds and maintains an optimal Customer Experience. As a key member of the Support Team you will assist in the development and continuous improvement of commercial processes to ensure that 10X Customers are supported beyond their expectations.
Provide technical advice. Assist in troubleshooting and mentoring to both our Field Applications Team and direct to Customers. Give guidance regarding the choice and use of the appropriate 10X products to existing and prospective customers
Manage the escalation process. Receive requests from Customers or Field Applications Scientists and partner with to in-house experts as necessary to ensure timely resolution
Capture lessons learned. Own the Knowledgebase, FAQs and other knowledge-based tools. Tribal knowledge is documented
Track and trend the Case database. Log and manage customer issues using 10X's case tracking database. Report on emerging trends.
Be the Voice of the Customer. Distill, quantify and actively represent customer’s feedback on core product development teams
Produce technical content. Develop, write, and edit technical documentation for internal and external customers. Own the Support pages of the website
Lead Technical Training. Develop and maintain the Training Curriculum for Support. Lead and/ or assist the training of new Support personnel
Ph.D. or equivalent experience preferred; BA/BS with 5 years of experience, MS with 3 years of experience in Chemistry, Biochemistry, Molecular Biology or Genetics considered
Experience in Customer-facing roles is a must. Support experience preferred. SFDC experience highly desirable
Hands on Illumina library preparation and troubleshooting highly desirable
NGS data analysis desirable
Cell culture, cell sorting, single cell PCR or RNASeq experience desirable
Excellent analytical, problem solving and interpersonal skills required
Outstanding written and verbal communication and training skills a MUST
Willing to travel up to 10%