Technical Support Scientist (Remote, West Coast)
About the Role:
As a Technical Support Scientist, you will be at the center of innovation that builds and maintains an optimal Customer Experience for 10x Genomics products. As a key member of the Global Support Team, you will assist in the development and continuous improvement of technical content and commercial processes to ensure that 10x Customers are successful beyond their expectations.
This is a remote position with West Coast working hours.
What you will be doing:
- Provide direct application support and technical guidance to our Customers and Field Applications Teams.
- Provide scientific guidance regarding the choice and use of 10x Genomics products.
- Assist in application troubleshooting to provide technical guidance to both our Field Application Team and Customers., as well as to provide assistance for troubleshooting
- Log, track, manage, and report Customer issues using Zendesk and Salesforce databases.
- Manage the escalation process. Hold peer-level consultations with Scientists at top academic, research and corporate institutions. Work within the Escalation Process to get solutions with partners from R&D, Product Management, Quality, Manufacturing, Engineering, as needed.
- Participate in Support-related projects to develop and maintain databases, as well as report on trends and quality related issues
- 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, and capture lessons learned.
- Produce technical content. Develop, write, and edit technical documentation for internal and external customers.
Preferred Qualifications:
- Ph.D. or equivalent experience preferred
- Tissue handling for Spatial assays, including tissue embedding and sectioning (FFPE, Fresh Frozen), immunohistochemistry/immunofluorescence, multiplex in situ hybridization, imaging and microscopy
- Sample preparation for Single Cell assays, including cell culture, tissue dissociation, cell enrichment, flow cytometry, and nuclei isolation
- Illumina library preparation and NGS sequencing
- Experience in Customer-facing Support roles
- Experience using Zendesk, Salesforce, Confluence, JIRA and other omni-channel Support Management platforms
Minimum Requirements:
- MS with >3 years experience in Molecular Biology, Genetics, or Biochemistry
- Hands on experience with troubleshooting laboratory experiments
- Excellent analytical, problem solving and interpersonal skills
- Outstanding written, verbal communication and training skills
- Ability to work independently and collaboratively while maintaining a positive attitude in a fast-paced work environment
- Willing to travel up to 10%
Below is the base pay range for this full-time position. The actual base pay will depend on several factors unique to each candidate, including one’s skills, qualifications, and experience. At 10x, base pay is also just one component of the Company’s total compensation package. This role is also eligible for 10x’s equity grants, its comprehensive health and retirement benefit programs, and its annual bonus program or sales incentive program. During the hiring process, your 10x recruiter can share more about the Company’s total compensation package.
About 10x Genomics
At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.
We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.
Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference.
Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law.
10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.
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By
10x Genomics
At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world. We enable scientists to advanc...
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