Technical Applications Scientist

Element Biosciences•San Diego, CA

1d•$90,000 - $110,000•Onsite

About The Position

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness. We are seeking an experienced Technical Applications Scientist who will play a pivotal role in addressing applications and informatics inquiries and concerns for our customers. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally with Commercial and R&D partners to deliver a strong end user experience. This role will report to the Senior Manager of Technical Support and will be based in San Diego Headquarters.

Requirements

Bachelors Degree with some relevant in house or field-based applications experience in molecular biology, genetics, bioinformatics or related field or Bachelors Degree with considerable in-house or field-based applications support experience
Minimum 1 year of experience with customer support and/or in biotech industry
Experience parsing large instrument logs to identify common patterns to drive action
Excellent verbal and written communications skills
Must have good technical writing abilities

Nice To Haves

Masters Degree is a plus
Familiarity with Multi-omics workflows is a plus
Experience working with instrumentation with optics, microfluidics, and electromechanical systems is a plus

Responsibilities

Provide frontline customer support for applications and informatics related customer inquiries and issues
Triage general customer complaints and delineate applications vs software vs hardware issues that may require the dispatching of Element Field Service Engineers or Field Application Scientists
Support the management of applications and informatics customer escalations requiring internal R&D and Operations support
Review instrument run logs and query databases to identify and troubleshoot issues over the phone or email
Provide customer feedback to internal teams to drive design change recommendations with a strong end-user focus
Identify root causes to applications and informatics issues and propose recommendations to influence and drive customer success
Develop creative and effective support strategies, guidance to service manuals, and creation of procedures for new products and product updates
Develop and validate applications and informatics troubleshooting documentation
Provide technical guidance to tech support and field applications peers
Displaying professionalism, understanding, tact, and technical knowledge in all customer interactions
Utilizing service CRM software to dispatch and accurately document work in a timely manner
Provide the broader customer support team with troubleshooting debriefs and regular updates/training on applications and informatics changes
Partner with Software Development and Applications teams to provide appropriate technical solutions to customer analysis workflows