Product Support Scientist - AMR West Coast

Oxford Nanopore Technologies•South San Francisco, CA

1d•Hybrid

About The Position

Join a global leader in genomics and sequencing technologies as a Product Support Scientist supporting customers and internal teams across the AMR West Coast region. This role is ideal for a scientifically driven professional who combines strong technical troubleshooting capabilities with excellent customer support and cross-functional collaboration skills. You will serve as a key escalation point for complex product issues involving sequencing platforms, bioinformatics workflows, software, networking, and genomics applications. Working closely with Product Management, R&D, Quality Assurance, Sales, and global support teams, you will help drive issue resolution, improve products, and deliver an exceptional customer experience.

Requirements

MSc or PhD in Life Sciences, Molecular Biology, Genomics, Bioinformatics, or a related discipline, or equivalent industry experience.
4+ years of experience within the biotech, biomedical, or genomics industry.
Prior experience in technical support, field applications, customer-facing support, or similar technical roles.
Hands-on experience with sequencing technologies, including: Library preparation, Sequencing workflows, Data analysis and bioinformatics pipelines
Experience troubleshooting complex technical issues and managing product complaints.
Strong analytical thinking and problem-solving capabilities.

Nice To Haves

Experience with CRM systems such as Salesforce (SFDC) and analytics/reporting tools like Tableau.
Familiarity with genomics hardware, software systems, networking environments, and bioinformatics troubleshooting.
Strong written and verbal communication skills.
Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Business-oriented mindset with the ability to assess commercial impact and customer risk.
Ability to collaborate effectively across global and highly matrixed organizations.
Self-motivated, customer-focused, and highly driven to succeed.

Responsibilities

Provide advanced second-level technical support for escalated customer issues involving hardware, software, sequencing workflows, networking, and bioinformatics analysis.
Investigate and manage complex product complaints through resolution, including troubleshooting, root cause analysis, risk assessment, and post-resolution monitoring.
Collaborate with Product Management, R&D, Quality Assurance, and internal stakeholders to prioritize and resolve critical technical issues.
Analyze support trends and recurring technical issues using CRM and reporting tools such as Salesforce (SFDC) and Tableau.
Gather and prioritize Voice of Customer (VoC) feedback to support product improvements and future development initiatives.
Support the full product lifecycle by contributing technical expertise during product development, launches, and post-market support activities.
Review and improve technical documentation, troubleshooting guides, and customer-facing support materials.
Communicate technical updates, best practices, and service bulletins to regional and global support teams.
Help prepare support organizations for new product launches through process improvements, training, and readiness activities.
Lead or contribute to projects aimed at improving global support operations, technical workflows, and customer satisfaction.