Technical Support Specialist I - NGS and Molecular Biology

Would you like to join an innovative team driven by a bold vision – unleashing tools to accelerate breakthroughs in human health?

It is an extraordinary time for Standard BioTools. Our technology is empowering customers to improve life through comprehensive health insight. We invite you to join a leading provider of indispensable life sciences tools that is accelerating global research on multiple frontiers of human health.

Our life science analytical and preparatory systems in mass cytometry and genomics can be found in leading academic institutions, clinical research laboratories, and pharmaceutical, biotech and ag-bio companies worldwide. Our mission is bold and ambitious, powering advancements in human health research that can change lives.
At Standard BioTools we are also building a positive culture where our people can do the best work of their careers, informed and influenced by our core values:

• Create what customers need next.
• Drive to make a difference.
• Collaborate and learn.
• Step up.

Standard BioTools is seeking for a highly motivated Scientific Technical Support Specialist I - NGS and Molecular Biology to join our dynamic and collaborative team. The individual will provide support to our customers from both systems and an applications perspective.

Responsibilities:

• Provide phone and email support as the primary contact for Service and Application‑related issues for internal and external customers.

• Own support cases end‑to‑end, managing troubleshooting, escalation, resolution, and customer communication.

• Follow SOPs to document all interactions, track complaints, identify trends, and support cross‑functional failure investigations.

• Monitor and triage escalations, engaging subject matter experts as needed.

• Support panel design requests, Application configuration, and conduct biotech Application demonstrations, including data analysis and customer presentations.

• Develop, review, and publish knowledge content, training materials, and technical documentation.

• Develop deep technical expertise in Standard BioTools Service and Application platforms with the goal of becoming a subject matter expert.

• Distill customer feedback into actionable items that feed into the development pipeline.

Requirements:

The employee must have certain knowledge at a level sufficient for them to perform the duties of the job. This knowledge includes, but is not limited to:

• Solid grounding in molecular biology, including expertise in genotyping, gene expression, digital PCR, biostatistics, and biological data presentation.

• Strong practical knowledge of molecular biology: experience performing qPCR/RT PCR, sequencing library prep and FACS

• Comprehensive theoretical and practical understanding of NGS protocols, concepts, and data analysis.

• Understanding of bioinformatics analysis tools and concepts: clustering algorithms, PCA, violin plots, R, SNP analysis, BLAST, etc.

• Knowledge and use of microfluidics and NGS instrumentation a plus

• Departmental policies, procedures, directives, rules and regulations

• Manage multiple custom panel design orders at a time, with little supervision

Minimum Qualifications:

• Bachelor's degree with 3 years of relevant lab experience in molecular biology, biochemistry, clinical chemistry or an allied discipline and at least a year of customer or technical support experience

• PhD preferred – not required - takes the place of 2 years of relevant lab experience

• Proven experience in at least one of the following applications: NGS library preparation, gene expression, genotyping, digital PCR, combined with experience in customer support (preferably in the life sciences). Also, outstanding troubleshooting and problem-solving skills combined with a genuine desire to see the customer succeed.

• Strong customer service orientation and willingness to prioritize customer needs

• Ability to organize and present data to large groups in person and through technical webinars

• Must have strong interpersonal and organizational skills

• Excellent listening, oral, and written communication skills

• Professional telephone manner

• Experience following and/or developing Standard Operating Procedures (SOP’s)

• Superb follow-through skills and relationship management required

• Previous customer or technical support experience desired

• Ability to interact with our customers on a level that inspires confidence and secures customer loyalty

• Ability to independently design, plan, and execute experiments

• Expertise in genomics sequencing and advanced NGS techniques is a big plus.

• Maintain theoretical and practical knowledge of molecular biology, genetics, PCR, and sequencing library prep across a wide variety of specialty applications.

• Experience in troubleshooting computer hardware and software issues, as well as networking, is an advantage.

Apply online with your resume!

  

The Company is committed to providing an inclusive and barrier free recruitment process to applicants with accessibility needs in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require an accommodation during this process, please inform The Company of your requirements.  We are an equal opportunity employer.

Range for Role:

$52,500.00-$75,000.00

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.