Technical Support Scientist

About the Role:

As Technical Support Scientist, you will be at the center of innovation that builds and maintains an optimal Customer Experience for 10x Genomics products. The Global Support Team develops and continuously improves technical content and commercial processes to ensure that 10x Customers are successful beyond their expectations.

What you will be doing:

• Provide technical advice and mentoring. Assist in applications troubleshooting for both our Field Applications Team and Customers. Give scientific guidance regarding the choice and appropriate use of 10x products. Log and manage customer issues using 10x's case tracking database.
• Manage the escalation process. Hold peer-level consultations with Scientists at top academic, research and corporate institutions. 
• 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 during the Product Development and sustaining phases of the Product Lifecycle.
• Capture lessons learned. Own the Knowledgebase, FAQs and other knowledge-based tools. 
• Produce technical content. Develop, write, and edit technical documentation for internal and external customers. Own the Support pages of the website

Minimum Qualifications:

• PhD, MS with 3 years of experience, or BA/BS with 5 years of experience in Chemistry, Biochemistry, Molecular Biology or Genetics 
• Hands on experience with troubleshooting laboratory experiments
• Excellent analytical, problem solving and interpersonal skills 
• Outstanding written, verbal communication and training skills
• Valid Driver License and Passport required
• Willing to travel up to 10%

Preferred Skills:

• Experience in customer-facing Support roles
• Experience using Zendesk, Salesforce and other omni-channel Support Management platforms
• Illumina library preparation, QC (Bioanalyzer, qPCR), and NGS sequencing
• Sample preparation for Single Cell assays, including cell culture, tissue dissociation, cell enrichment, flow cytometry, and nuclei isolation
• Tissue handling for Spatial assays, including cryosectioning, FFPE, and immunohistochemistry