Associate Director, Scientific Support

Watchmaker Genomics • Boulder, CO

6d • $150,000 - $170,000 • Remote

About The Position

We are seeking an experienced and technically strong Associate Director, Scientific Support to lead and scale our Scientific Support organization. This role is responsible for delivering excellent customer technical support while driving operational excellence, cross-functional collaboration, and scientific enablement across Watchmaker’s enzyme and NGS product portfolio.
This role will oversee the Scientific Support team, ensure strong collaboration with Commercial, Product Management, and R&D teams, and establish scalable processes that enhance customer experience and accelerate sales cycle. This is an important leadership role at the intersection of technical support, product feedback, customer success, and lab-based support projects.
This is a remote position with travel requirements of up to 25% within the US (potentially globally), including co-travel with commercial team members, conferences, customer visits, and key events. The ideal candidate has a strong background in genomics or molecular biology, coupled with experience in technical support, training, and team leadership.

Requirements

• Strong scientific foundation with the ability to communicate complex technical concepts clearly
• Proven experience managing technical or applications-focused teams
• Demonstrated troubleshooting expertise in molecular biology workflows
• Strong cross-functional collaboration skills across Commercial, Product, R&D, and Marketing teams
• Customer-focused mindset with strong problem-solving abilities
• Willingness to travel (up to 25%) to support customers and conference activities
• Master’s degree in Molecular Biology, Biochemistry, Genetics, or related field
• 12+ years technical support with 4+ years management experience

Responsibilities

• Provide strategic leadership and direction for the Scientific Support function, aligning support strategy with company commercial objectives, product roadmap, and customer success goals
• Build, lead, and develop a high-performing Scientific Support organization, including hiring, organizational design, performance management, and career development
• Establish and scale global Scientific Support infrastructure, including support workflows, and knowledge management systems
• Define and track key performance indicators (KPIs) and metrics to measure support effectiveness, customer satisfaction, response times, and resolution outcomes
• Serve as the senior technical escalation point for complex customer issues, working cross-functionally to drive resolution and root cause investigations
• Partner with Commercial Leadership to support strategic accounts, key collaborations, and revenue-driving opportunities through technical engagement and scientific partnership
• Work closely with Product Management and R&D to translate customer feedback, field insights, and support trends into product improvements, new product requirements, and roadmap input
• Lead Scientific Support involvement in new product development and commercialization, including beta testing programs, workflow validation, early adopter support, and launch readiness
• Collaborate with Quality and Operations teams on complaint investigations and documentation.
• Oversee the creation and maintenance of technical documentation including troubleshooting guides, application notes, protocols, FAQs, and training materials
• Partner with Commercial Operations to analyze support trends, product performance, and customer adoption patterns to inform business strategy
• Support customer visits, scientific presentations, workshops, conferences, and key opinion leader engagements as needed

Benefits

• Employees are eligible for Flexible Time Off, Holidays, employer covers 75% of base medical plan with buy-up options, EAP (employee assistance program), employer paid dental with a buy-up option, employer paid vision, employer paid $25,000 life/AD&D policy, paid parental leave, and a 401(k) retirement plan with a 4% match.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees