Associate Application Specialist (Internal Only)

Indica Labs • Albuquerque, NM

2d • Onsite

About The Position

This is a technically focused, office-based applications role responsible for supporting users of Indica Labs’ HALO, HALO AI, and HALO Link platforms. The position combines scientific expertise, customer support, and early-stage commercial engagement to ensure timely resolution of application-related inquiries, qualification of inbound leads, and effective handoff to Field Applications Scientists. The role plays a critical function by acting as the first line of engagement for application queries for both existing and prospective customers.

Requirements

• Bachelor’s degree (or international equivalent) in Biology, Biomedical Science, or a related field.
• At least 1 year of laboratory experience (academic or industry).
• Authorization to work in the United States (Indica Labs does not sponsor work visas).

Nice To Haves

• Experience using Indica Labs’ HALO software.
• Experience with pathology, digital pathology, histology, microscopy, and image analysis.
• Previous experience in a customer facing or applications role.
• Strong communication and presentation skills, with the ability to explain complex scientific concepts clearly.
• Excellent interpersonal and customer service skills.
• Basic skills in Information Technology (IT) and network knowledge.
• Strong organizational skills and attention to detail.
• Ability to build and maintain strong professional relationships.
• Ability to listen, understand, and respond effectively to customer needs.
• Comfort quickly learning new software, with enthusiasm for modern digital and AI-assisted tools and workflows

Responsibilities

• Manage and resolve application-based support tickets for HALO users, ensuring timely and high-quality responses.
• Troubleshoot software usage, workflows, and analysis-related issues in digital pathology and image analysis.
• Escalate complex or unresolved issues to senior applications or engineering teams.
• Document support cases and solutions clearly within internal systems.
• Provide ongoing technical and scientific support to existing customers.
• Support the workload of Field Application Scientist team.
• Identify recurring customer challenges and feedback trends.
• Provide input to Product and Applications teams to improve software usability and customer experience.
• Review and qualify inbound leads generated through marketing channels.
• Engage prospective customers to understand scientific use case, technical requirements, and fit for HALO solutions.
• Prioritize and route qualified opportunities to Field Applications Scientists.
• Maintain accurate tracking of leads, interactions, and outcomes in CRM.
• Issue quotes for inbound opportunities and report back on quotations and outcomes.
• Act as a key interface between customers, Field Applications Scientists, and internal support teams.
• Support the FAS team by preparing technical materials, answering pre-sales queries, and assisting with follow-ups.
• Contribute to knowledge base development and standard response documentation.
• Support adoption of new features, including AI-based workflows and cloud capabilities.
• Assist in the preparation of sales statistics and reports.
• Responsible for the appropriate accessing and handling of electronic Protected Health Information (PHI) as outlined by policy and the Health Insurance Portability and Accountability Act (HIPAA).

Benefits

• Equal employment opportunities to all employees and applicants regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
• Reasonable accommodations to qualified individuals who have protected disabilities to the extent required by applicable laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level