Technical Support Specialist (East Coast)
Technical Support Specialist (East Coast)
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Job Description
About Plasmidsaurus
Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists who use DNA tools to bring their ideas to life. Our DNA sequencing tools are used daily by thousands of innovators including Nobel prize winners dynamic biotech startups research labs and DIY biohackers. Our global network of labs operates day and night to enable world-changing 2024 we saved these scientists 2 million hours of time radically accelerating their research. Every team member at Plasmidsaurus plays a crucial role in driving forward the future of biotech research.
About the role
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 except 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 Bachelors 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.
Its 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 10am to 6pm EST Monday - Friday and hybrid in office on M/W/F
Infrequent occasional weekend coverage
We encourage you to apply even if your experience doesnt 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 at
Required Experience:
Unclear Seniority
Employment Type
Full-Time
