Technical Support Scientist - San Diego, United States - ScaleBio

Description

At ScaleBio we have a shared mission built upon a demonstrated technology with long term investment commitments and R&D facilities in San Diego and Bay Area, CA.

We are seeking team members that have a passion for developing technologies that benefit the broader researcher community in the discovery of human biology.

As the
Technical Support Scientist, you will be at the center of innovation that builds and maintains an optimal Customer Experience for Scale Biosciences products.

The Global Support Team develops and continuously improves technical content and commercial processes to ensure that Scale Biosciences customers are successful beyond their expectations.

• Provide technical advice and mentoring. Assist in troubleshooting for both our Field Applications Team and Customers.
• Triage support inquiries and monitor response time to meet service level agreements.
• Give scientific guidance regarding the choice and appropriate use of ScaleBio products.
• Log and manage customer issues using Salesforce case tracking database.
• Manage the escalation process.
• Be the Voice of the Customer. Distill, quantify, and actively represent Customer feedback to internal teams. Use your "Customer Perspective" to advocate for the User Experience during the Product Development and sustaining phases of the Product Lifecycle.
• Capture lessons learned in Salesforce CRM database.
• Own the Knowledgebase, FAQs and other knowledgebased tools.
• Produce technical content. Develop, write, and edit technical documentation for internal and external customers.
• Collaborate with Marketing on Support pages of the website including producing blog posts and managing knowledgebased portion of the website.

• PhD in Chemistry, Biochemistry, Molecular Biology or Genetics with 02 years of experience, MS with 35 years of experience, or BA/BS with 5+ years of experience.
• Hands on experience with troubleshooting laboratory experiments.
• Sample preparation for Single Cell sequencing assays, including cell culture, tissue dissociation, cell enrichment, flow cytometry, and nuclei isolation.
• Excellent analytical, problem solving and interpersonal skills.
• Outstanding written, verbal communication and training skills.
• Impeccable organizational and multitasking skills.
• Willing to travel up to 10%.
• Computer operational experience with Microsoft products.
• Located in San Diego, CA.

• Experience in customerfacing Support roles.
• Experience using Salesforce and other omnichannel Support Management platforms.
• Teaching or training experience.
• Illumina library preparation, QC (Bioanalyzer, qPCR), and NGS sequencing.
• Data analysis and data interpretation related to single cell gene expression and Illumina NGS.