Technical Applications Scientist - East Coast
About The Position
Oxford Nanopore Technologies is seeking a Technical Applications Scientist to support Technical Services across the Northeast US, Canada, and LATAM. This remote position is based on the East Coast, ideally in the Northeast (NY, NJ, PA, MA, or MD), and involves occasional travel of up to 20%. The role combines scientific expertise and customer support, providing technical guidance and application support to customers using Oxford Nanopore products and workflows. The position helps researchers implement Oxford Nanopore technologies, from experimental design and product installation through data analysis and workflow optimization. The scientist works collaboratively with cross-functional teams to strengthen customer relationships and support scientific research. The role may involve occasional conferences, regional team meetings, hands-on training, and training at the company’s London headquarters.
Requirements
- BSc degree or equivalent experience in Molecular Biology, Genetics, Life Sciences, or a related scientific discipline.
- Strong foundation in molecular biology, genetics, and life sciences.
- Strong scientific curiosity and ability to communicate technical concepts clearly and confidently, including over video and live chat.
- Proactive, coachable approach to problem-solving and troubleshooting, with willingness to learn new platforms and take feedback.
- Excellent organizational skills and ability to manage multiple priorities.
- Customer-focused, with strong interpersonal and communication skills.
- Willingness to travel up to 20%, including occasional international travel; a valid passport is required.
- Must be authorized to work in the U.S. without current or future sponsorship.
Nice To Haves
- Next-generation sequencing (NGS) experience; bioinformatics experience is a plus.
- Customer-facing or technical support experience.
- Spanish fluency.
Responsibilities
- Provide first-line applications support across the Nanopore sequencing workflow via email, phone, live chat, and Zoom, primarily for post-sales customers.
- Troubleshoot technical and application-related queries, identify customer needs, and deliver effective solutions.
- Support customers with experimental design, workflow implementation, validation, and data analysis, escalating to specialist teams such as bioinformatics when appropriate.
- Prioritize and manage multiple open cases, escalating complex technical issues as needed to ensure timely resolution and customer satisfaction.
- Collaborate with internal technical, commercial, and product teams to deliver an exceptional customer experience, including ad hoc pre-sales support on complex accounts.
- Accurately document customer interactions and technical information within CRM systems.
- Build strong relationships with scientists and researchers, acting as a trusted technical partner.
- Support field teams with first-line troubleshooting for strategic accounts, including workflow failures, unexpected sequencing outputs, and tool misconfigurations.
- Participate in occasional conferences, regional team meetings, and hands-on training sessions, including occasional training at the London headquarters.
Benefits
- Healthcare benefits option for U.S.-based employees
- Company 401(k) plan and company match
- Short-term and long-term disability coverage
- Basic life insurance
- Commuter benefits
- Certain roles are eligible for annual bonus and stock awards based on individual performance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
