Manager, Technical Support

Technical Support Manager

By joining 10X Genomics, you can become an integral part of helping enable our customers to expand the ways they explore, discover, process and innovate in the field of genomics.

Reporting to the Sr Director of AMR Support, the Technical Support Manager directly manages the Technical Support Specialists in their support of 10X products and applications. This is a player/coach role where significant support contribution will be expected. The successful candidate will be comfortable with all technical aspects of 10x technology and able to communicate with our customers in a detailed way about our product as well as about their research. This role entails providing technical advice and troubleshooting assistance to both our Field Applications Team and Customers, focusing on sample preparation and run quality analysis. As the leader of the Technical Support Team you will also execute the development and improvement of key commercial processes to ensure that 10x provides its customers with world class technical support. Finally, in this role, you will be expected to be clear, experienced, and a prepared advocate for Field Support and our Customers in the product development process. 

What you will be doing: 

Lead and Mentor:

• Managing, developing, and mentoring the Technical Support team to be best in class.
• Recruitment and screening of candidates for the Technical Support team and broader Global Support group.
• Mentoring and guiding the on-boarding and training of new Technical Support team members. 
• Guiding the scheduling of the Technical Support team. Resolving schedule conflicts, and ensuring timely customer support.

Strategic Support Leadership: 

• Participating in the Support leadership team providing feedback on support strategies and planning.
• Keeping the Technical Support team members apprised of the support strategy and activities.
• Being the process excellence leader driving efficiency.
• Identifying process waste and working cross-functionally to close gaps leading to increased labor productivity.

Customer-Centric Advocacy and cross-functional team collaboration:

• Distilling, quantifying, and actively representing customer’s feedback to 10x internal teams.
• Managing escalations activities ensuring timely resolution, organizational learning and customer satisfaction.
• Logging and managing customer feedback using 10x's case tracking database, SFDC experience preferred.

Performance Metrics & Reporting:

• Auditing timely and accuracy of data capture for reporting purposes.
• Leveraging data to drive efficiency and identifying trends.
• Participating in internal reporting on support issues, root causes and trends analysis.

Supporting our customers:

• Answering, evaluating, and prioritizing incoming requests for assistance from customers.
• Handling routine and complex problems  (problem recognition, research, resolution, and follow-up).
• Providing technical guidance regarding the choice and use of the appropriate 10x product to existing and prospective customers.

Minimum Requirements: 

• Ph.D. or equivalent experience preferred; BA/BS with 5 years of experience, MS with 3 years of experience in Chemistry, Biochemistry, Molecular Biology or Genetics considered.
• 3+ years experience in managerial experience, leading a team within life sciences and/or biotech industries.
• General knowledge of genomics, biochemistry, single cell and spatial.
• Ability to work independently and as part of a cross-functional team towards corporate goals.
• Excellent organizational, analytical, and systematic troubleshooting skills.
• Outstanding written and verbal communication and training skills. 
• Clear vision of and commitment to providing outstanding customer service.
• Willing to travel up to 20%.

Preferred Qualifications:

• 4-6 years Technical Support or Field Application Support experience.
• Hands on Illumina sequencing library preparation and troubleshooting are highly desirable.
• Cell culture, cell sorting, and single cell PCR or RNASeq experience are desirable.
• Familiarity with SFDC, Zendesk software. 
• Six Sigma, LEAN

*Open to remote (West Coast based) 

Below is the base pay range for this full time position.  The actual base pay will depend on several factors unique to each candidate, including one’s skills, qualifications, and experience.  At 10x, base pay is also just one component of the Company’s total compensation package.  This role is also eligible for 10x’s equity grants, its comprehensive health and retirement benefit programs, and its annual bonus program or sales incentive program.  Your 10x recruiter can share more about the Company’s total compensation package during the hiring process.

About 10x Genomics

At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.

We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.

Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference. 

Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law.

10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.