Technical Support Specialist
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
15-10-2025
Vacancies:
1 Vacancy
Job Summary
Technical Support Specialist
Full-time Hybrid Boston MA
About the Role
Were looking for a Technical Support Specialist to serve as the first line of support for scientists and researchers using advanced sequencing technologies.
Youll combine your technical background in the life sciences with exceptional communication skills to help customers troubleshoot interpret data and achieve the best possible results.
This is a great opportunity for someone who thrives at the intersection of science technology and customer successsomeone who loves solving problems managing details and improving processes that empower research innovation.
What Youll Do
- Act as the first point of contact for customers via email and phone providing responsive empathetic and technically sound support.
- Assist with DNA sequencing workflows interpreting scientific information and identifying optimal solutions.
- Monitor sequencing outputs and proactively troubleshoot quality issues to ensure accuracy and turnaround speed.
- Document all customer interactions and technical issues in CRM tools (HubSpot Zendesk Salesforce).
- Collaborate with cross-functional teams including lab technicians bioinformatics engineers and software developers to resolve complex cases.
- Maintain meticulous records for traceability and compliance.
- Identify recurring issues and contribute to workflow improvements documentation updates and customer education materials.
- Support the broader customer success team in maintaining world-class service and operational excellence.
What Were Looking For
- Bachelors degree (or equivalent experience) in Molecular Biology Biochemistry Genetics or related field.
- 13 years of experience in technical support lab operations or research assistance within a life sciences or biotech environment.
- Familiarity with DNA sequencing NGS workflows PCR and bioinformatics tools.
- Strong communication and problem-solving skillsable to distill complex concepts for both technical and non-technical audiences.
- Proficiency with CRM systems (e.g. HubSpot Zendesk Salesforce).
- Ability to work hybrid (3 days per week in-office typically M/W/F) with time zones aligned to local working hours.
- Highly organized detail-oriented and comfortable handling multiple priorities in a fast-moving setting.
Compensation & Benefits
- Salary: $50K $80K (based on location and experience)
- Equity: Included in compensation package
- Benefits:
- 4 weeks PTO 10 paid holidays
- 401(k) with employer match
- Health dental and vision insurance
- Life insurance and mental health coverage
- Health Advocate program & gym membership reimbursement
Why Join
- Be part of a team accelerating scientific discovery and innovation in the life sciences.
- Work with a mission-driven organization using technology to transform how scientists sequence and analyze DNA.
- Gain hands-on experience with cutting-edge bioinformatics tools and next-generation sequencing workflows.
- Join a collaborative fast-moving team where your work directly supports groundbreaking research.
Ready to take the next step
Apply now or email Jenn at to learn more.
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
