Technical (Scientific) Support Specialist - East Coast

Plasmidsaurus • Boston, MA

1d • $62,000 - $80,000 • Hybrid

About The Position

Plasmidsaurus is seeking Technical Support Specialists to be the first point of contact for customers, providing Tier 1-2 technical support to scientists in academic, research, biotech, and pharmaceutical labs. This role is ideal for individuals with a biomedical sciences background who are passionate about helping researchers succeed. The specialist will support customers by troubleshooting technical issues, monitoring sequencing processes, and maintaining high standards of quality and record-keeping.

Requirements

• A Bachelor’s degree in Biology, Genetics, Molecular Biology, or a related field.
• Experience in DNA sequencing, genomics, or molecular biology techniques.
• Some experience interacting with customers or users, ideally fielding high volume requests as the first point of contact.
• Strong critical thinking and problem-solving skills and excellent analytical capabilities.
• An ability to prioritize tasks and communication efficiently, ensuring timely updates without sacrificing quality of solutions or responses.
• Strong written and verbal communication and customer service skills.
• A proactive, solutions-oriented mindset and the ability to work both independently and collaboratively in a fast-paced startup environment.

Nice To Haves

• Familiarity with bioinformatics tools and NGS data analysis.
• A systems thinking approach, looking beyond isolated issues to improve workflows, prevent recurring problems, and enhance the overall user experience.
• Contributed to the development of training documentation.
• Direct startup experience in Biotech, Medtech, or Healthtech.
• Experience with ticketing services like Service Hub, Zendesk, or Service Cloud.

Responsibilities

• Respond to customer inquiries via email and phone in a timely and professional manner, balancing urgency and quality.
• Provide expert technical support for sequencing services, interpreting scientific information and identifying solutions.
• Utilize internal systems with meticulous attention to detail for rapid and precise inquiry resolution.
• Monitor sequencing process outputs and troubleshoot inconsistencies to ensure high-quality results.
• Identify and escalate complex issues to appropriate departments, collaborating with laboratory technicians, bioinformatics specialists, and software teams.
• Maintain accurate records of customer interactions and support cases in the CRM system.
• Provide feedback to improve workflows, documentation, and overall customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level