Technical Support Scientist

Bio-Techne • Newark, CA

2d

About The Position

The Technical Support Scientist provides application assistance, product training, and troubleshooting support for RNAscope and other ACD product lines through online chat, phone, email, and on-site visits. The role serves as a primary customer contact for technical issues and provides scientific consultation for research use only. It is responsible for delivering timely, comprehensive resolutions and maintaining excellent customer service.

The scientist records and tracks recurring, high-impact support issues in Salesforce, coordinates their resolution through appropriate channels, and serves as a liaison with Sales, Marketing, and R&D to provide feedback on product performance. The position also contributes to the ongoing development of the technical support team's knowledge database.

The work is primarily in an office environment, with occasional laboratory work (approximately 5%) and travel of approximately 10%.

Requirements

• PhD with 0 or more years, MS with 3 or more years, or BS with 5 or more years of laboratory experience focused on molecular biology, biochemistry, or a similar discipline.
• At least 5 years of laboratory experience with experimental design and cell and molecular techniques.
• Ability to diagnose, troubleshoot, and solve technical problems involving a variety of biological assays.
• Highly self-directed, conscientious, and articulate.
• Excellent presentation and teaching skills.
• Commitment to customer satisfaction, with outstanding interpersonal skills and professionalism.
• Ability to work as part of a team.

Nice To Haves

• PhD or MS degree.
• Experience in pathology, histology, and tissue analysis, including preparation of tissues and reagents for IHC, ISH, and imaging.
• Technical customer support or application support experience.

Responsibilities

• Provide application assistance, product training, and troubleshooting for ACD product lines via online chat, phone, email, and on-site visits.
• Serve as the primary customer contact for technical issues and provide scientific consultation for research use only.
• Monitor support emails and phone calls, meet response-time expectations, and resolve issues in a timely and comprehensive manner.
• Log and track frequently occurring, high-impact support issues in Salesforce and communicate them through appropriate channels for resolution.
• Liaise with Sales, Marketing, and R&D to provide feedback on product performance.
• Contribute to the ongoing development of the technical support team's knowledge database.

Benefits

• Medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield insurance benefits starting on day one.
• 401(k) plan.
• Employee stock purchase plan (ESPP).
• Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.
• Mentorship, promotional opportunities, training and development, tuition reimbursement, and internship programs.
• Employee resource groups, paid volunteer time off, employee events, and charity drives.
• Accrued leave policy with paid holidays, paid time off, and paid parental leave.

What This Job Offers

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