Senior/Principal Technical Support Scientist (M/F)

DNA Script
San Francisco, CA, United States
May 27, 2021
Biotech Bay
Required Education
Bachelors Degree
Position Type
Full time
Applications Support and Customer Engagement
  • Responsible for the timely case management of individual cases (Inquiries & Complaints) according to ISO Quality system requirements including creation, acceptance, classification, investigation, complete documentation, and resolution of cases.
  • Triage, monitor and follow up on customer communications using a customer relationship management database system.
  • Interface with internal teams when necessary, to escalate and resolve more complex cases.
  • Ensures, by collaboration and interfacing with stakeholders and global functions, that appropriate technical input and recommendations are communicated to Country Organizations ensuring that the customer is provided with a resolution or workaround in a timely manner.
  • Assist in the development of technical support tools and publications.
  • Accountable for providing information from cases to update product documentation.
  • Accountable for timely communication of quality related product information to cross functional key stakeholders, including Country Organizations.
  • Accountable for regular peer review of escalated cases and providing feedback and guidance to other case owners on expected documentation practices.
  • Oversees complaint databases to identify and report recurring issues to quality management and product development.
  • Performs case-related trending to understand the scope of an issue.
  • Performs regular reviews of case handling and documentation quality, analyzes feedback on customer satisfaction to permanently optimize processes to increase quality and efficiency standards with a focus on customer, compliance, and continuous improvement.

Technical Product Support
  • Writes and updates product user documentation.
  • Collaborate with internal experts by obtaining assistance on challenging cases and sharing product support information.
  • Support the delivery of fully integrated solutions, which may include peripherals, communications, operating systems and applications software.
  • Determine if customer complaint is best resolved via dispatch of field service and facilitate the handoff of issues to the field service team.
  • Provide advice to field service engineers to assist in the resolution of issues.
  • Provide voice of customer, user-oriented and service-related inputs to ongoing and new product development projects.
  • Update product support documentation including, but not limited to, User Guide and Frequently Asked Questions (FAQs). Author product information notifications as needed.
  • Identify product quality improvements using support data documented during customer and service interactions and communicate to stakeholders.

  • Bachelor's or Master's degree within life science, engineering or related fields — e.g. Biomedical Engineering, Molecular Biology, Genomics, NextGen Sequencing, Analytical biochemistry, Biotechnology or similar.
  • 5+ years of work experience in a technical product support role, research & development role or similar position.
  • Proven experience interacting with researchers at all levels with life science and genomics applications.
  • Previous experience in training, oral presentations and technical writing/editing.

Ideal Candidate will have:
  • Detailed technical orientation, with robust analytical and organization skills, problem solving, troubleshooting capabilities and negotiation skills.
  • Prior experience using customer relationship management tools to document product support interactions with customers.
  • Worked with a field service organization supporting scientific instrumentation or medical devices.
  • Capability to precisely document issues, root cause analyses, troubleshooting experimentation and resolutions/repairs for complex scientific instrumentation.
  • Knowledge of varied regulatory requirements and quality practices, especially in the area of complaint management (e.g., 21 CFR 820.198, ISO 10002, ISO 9001, ISO 13485)
  • Experience with Molecular Biology, Next Gen Sequencing, PCR, qPCR and related innovative technologies/application, including DNA synthesis experience, or utilization of synthetic oligos in biochemical applications.
  • Experience or expertise with Laboratory Automation solutions (eg. pipetting robots, electronics and linear actuators) and systems involving reagents, consumables and related system software.
  • Prior experience using customer relationship management tools to document product support interactions with customers.
  • Customer advocate, solutions-oriented mindset and business orientation.
  • Excellent written and verbal communication skills, presentation skills and technical writing.

  • The ideal candidate will be located in the San Francisco Bay Area, however remote candidates within the United States will be considered.
  • May require occasional travel to customer sites and corporate offices.
  • Start date: Q2 2021.
Recruitment process
  • Phone interview with manager
  • Day interview at the office with manager, cofounders, HR and the team
  • References check
  • Timing: around 2-3 weeks