Technical Support Scientist

10x Genomics • Sanger, CA

7h • Remote

About The Position

As a Technical Support Scientist, you’ll play a key role in delivering a world-class customer experience for 10x Genomics products. You will be part of the Global Support Team, providing scientific expertise, troubleshooting guidance, and technical content development that empowers our customers’ success. This role requires both technical depth and strong communication skills, as you’ll collaborate with internal teams and directly support customers at leading academic, research, and industry institutions. This is a remote position based on the West Coast.
At 10x Genomics, Technical Support Scientists are at the front line of enabling discovery — helping customers unlock new insights using cutting-edge single cell, spatial, and genomics technologies.

Requirements

• Ph.D. in Molecular Biology, Genetics, Biochemistry, or related field; or M.S. with >3 years of relevant experience.
• Strong background in troubleshooting experimental workflows in a laboratory setting.
• Excellent analytical, problem-solving, and interpersonal skills.
• Exceptional written and verbal communication, including the ability to explain complex concepts clearly.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment while maintaining a positive attitude.
• Willingness to travel up to 10%.

Nice To Haves

• Ph.D. or equivalent experience strongly preferred.
• Hands-on expertise in tissue handling for Spatial assays: tissue embedding, sectioning (FFPE, Fresh Frozen), IHC/IF, multiplex ISH, imaging, and microscopy.
• Experience in sample preparation for Single Cell assays: cell culture, tissue dissociation, enrichment, flow cytometry, nuclei isolation.
• Proficiency in Illumina library prep and NGS sequencing workflows.
• Prior experience in customer-facing technical support roles.
• Familiarity with support management platforms such as Zendesk, Salesforce, Confluence, and JIRA.

Responsibilities

• Provide expert scientific guidance on the use and applications of 10x Genomics products.
• Deliver direct application support and troubleshooting assistance to customers and Field Applications Teams.
• Partner with Field Applications and Customers to resolve application and instrument-related issues, escalating as appropriate.
• Log, track, and manage customer cases, ensuring timely follow-up and resolution.
• Lead and participate in the escalation process, collaborating with cross-functional teams including R&D, Product Management, Quality, Manufacturing, and Engineering.
• Contribute to Support-related projects by developing and maintaining knowledge bases, analyzing trends, and reporting on quality-related issues.
• Serve as the Voice of the Customer, distilling and communicating feedback to internal teams to enhance products and processes.
• Create and refine technical documentation, training resources, and other customer-facing materials.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Ph.D. or professional degree