Technical Applications Scientist

Technical Applications Scientist – San Diego Headquarters, Full-time/Exempt
Essential Functions and Responsibilities Provide frontline customer support for applications and informatics related inquiries and issues.
Triage general customer complaints and identify whether issues pertain to applications, software, or hardware, dispatching field engineers or application scientists as needed.
Manage applications and informatics customer escalations requiring R&D and operations support.
Review instrument run logs and query databases to identify and troubleshoot issues over phone or email.
Provide customer feedback to internal teams to drive design change recommendations with a strong end‑user focus.
Identify root causes of applications and informatics issues and propose recommendations to influence and drive customer success.
Develop creative support strategies, guidance to service manuals, and procedures for new products and updates.
Develop and validate applications and informatics troubleshooting documentation.
Provide technical guidance to tech support and field application peers.
Display professionalism, understanding, tact, and technical knowledge in all customer interactions.
Use service CRM software to dispatch and accurately document work in a timely manner.
Provide the broader support team with troubleshooting debriefs and regular updates/training on applications and informatics changes.
Partner with Software Development and Applications teams to provide appropriate technical solutions to customer analysis workflows.
Education and Experience Bachelor’s degree in molecular biology, genetics, bioinformatics, or related field; if only general degree, substantial in‑house or field‑based applications support experience is required. Master’s degree is a plus.
Minimum 1 year of customer support experience in the biotech or related industry.
Experience parsing large instrument logs to identify common patterns and drive action.
Familiarity with multi‑omics workflows is a plus.
Experience with instrumentation involving optics, microfluidics, and electromechanical systems is a plus.
Excellent verbal and written communication skills.
Strong technical writing abilities.
Physical Requirements Ability to lift up to 20 pounds.
Flexibility to work non‑regular business hours to support customers.
Location San Diego – onsite.
Travel Domestic and international travel up to 10%.
Compensation and Benefits Base salary $90,000 – $110,000, plus eligible for stock options, discretionary annual bonus, health insurance, 401(k) with company match, and flexible paid time off.
EEO Statement We foster an environment where all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.

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