Senior Customer and Technical Support Manager

Quantum-Si•San Diego, CA

About The Position

The Senior Customer and Technical Support Manager plays a critical role in enabling commercial success by delivering exceptional technical support, scalable training programs, and a consistent, high‑quality customer experience. This role partners with Commercial, Product Management, R&D, and Engineering teams to ensure rapid issue resolution, strong field readiness, and continuous feedback into product development. This position is ideal for a scientifically trained professional who thrives at the intersection of technology, customers, and commercial execution.

Requirements

PhD or MS in Biology, Biochemistry, Chemistry, Molecular Biology, or a related life sciences discipline.
Strong curiosity and desire to learn new technologies and applications.
3+ years of hands‑on laboratory or technical experience.
3+ years in commercial, customer‑facing, or field‑based roles.
3+ years in technical support, customer support, or technical training.
Deep understanding of sales and commercialization processes (e.g., Miller Heiman Strategic Selling or equivalent).
Excellent written and verbal communication, presentation, and stakeholder‑management skills.
Ability to clearly communicate complex scientific concepts to diverse audiences.
Highly organized with strong attention to detail and follow‑through.
Proven problem‑solving, analytical, and critical‑thinking abilities.
Ability to work independently while collaborating effectively across cross‑functional teams.

Nice To Haves

Ability to travel up to 15%.

Responsibilities

Own and manage the global technical support operation across all inbound channels.
Triage and prioritize incoming technical issues based on severity, urgency, and business impact.
Assign cases to appropriate internal subject matter experts and drive timely resolution.
Track case resolution metrics, including responsiveness, quality, and closure effectiveness.
Act as the voice of the customer by ensuring clear communication, regular status updates, and realistic next‑step timelines.
Identify recurring failure patterns and systemic issues across products or workflows.
Escalate product defects and repeat technical issues to R&D, Engineering, and Product Management with clear documentation and insights.
Design and deliver scalable commercial training programs in partnership with key internal stakeholders.
Establish onboarding certification programs and ongoing refresher training for field teams.
Continuously assess training needs by monitoring field performance, customer feedback, and support trends.
Drive initiatives that improve sales effectiveness, technical confidence, and launch readiness.
Ensure training content remains current with product updates and commercial strategy.
Develop diverse training formats, including slide decks, video modules, and customer‑ready technical materials translated into practical training language.
Maintain a constant state of “launch readiness” for the commercial organization.
Build and maintain global technical knowledge assets, including troubleshooting guides, FAQs, escalation playbooks, and field reference materials.
Standardize and centralize technical content to ensure accessibility and consistency across regions.
Identify knowledge and training gaps and proactively feed insights back to Product Management and Commercial leadership.