Scientific Support Manager

Watchmaker Genomics

6h • $120,000 - $150,000 • Onsite

About The Position

We are seeking an experienced and technically strong Scientific Support Manager to build, 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 our scientific support scientists, ensure strong integration with Commercial and R&D teams, and establish scalable processes that enhance customer experience and accelerate product adoption. This is a highly visible leadership role at the intersection of technical support, product feedback and lab-based support projects.
This is an onsite position with travel requirements of up to 25% within the US (potentially globally), including co-travel with commercial team members, conferences and key events. The ideal candidate has a strong background in genomics or molecular biology, coupled with experience in technical support, training, and commercial excellence.

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 30%) to support customers and conference activities
• Master’s degree in Molecular Biology, Biochemistry, Genetics, or related field
• 7+ years technical support with 3+ years management experience

Responsibilities

• Lead, recruit, coach, and develop a high-performing team of Support Scientists
• Establish onboarding programs, training requirements, and performance expectations
• Maintain expert-level knowledge of Watchmaker’s NGS and enzyme product portfolio and applications
• Oversee technical support delivery including troubleshooting, workflow optimization, and application guidance
• Authorize and manage activities to accelerate pre- and post-sales success
• Partner closely with Commercial teams to support key accounts and strategic collaborations
• Develop and refine Scientific Support workflows, tools, and documentation
• Define, track, and improve key performance indicators (KPIs) for support effectiveness
• Lead Scientific Support participation in new product development activities including pre-launch evaluation and workflow validation
• Generate technical training content, support documentation, and commercialization collateral
• Collect and synthesize customer feedback to inform product lifecycle management and roadmap decisions
• Support customer meetings, on-site troubleshooting, training sessions, and scientific seminars

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: Manager