Technical Support Specialist - East Coast

Technical Support Specialist

Plasmidsaurus' Technical Support Specialists serve as the first point of contact for our customers, delivering fast, consistent, and empathetic Tier 1-2 technical support to scientists in academic and research labs, and at biotech and pharmaceutical companies of all sizes. This position is a great fit for those with a background in biomedical sciences who are passionate about helping researchers succeed and thrive at solving problems. You will play a critical role in supporting our customers, and will help with any challenges, from troubleshooting technical issues, and monitoring sequencing processes to maintaining the highest quality and record keeping standards.

In this role, you can expect to:

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

You should bring:

• A Bachelor's degree 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.

It's excellent, but not required, if you also have:

• Familiarity with bioinformatics tools and NGS data analysis is beneficial but not required.
• 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.

Locations & Working hours

Location: Boston/Cambridge, MA or Louisville, KY

• Working hours are 8am to 4pm EST Monday - Friday and hybrid in office on M/W/F
• Infrequent, occasional weekend coverage

We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will thrive with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, please let us know.