Technical Support Scientist (Remote, West Coast)

About the Role:

As a Technical Support Scientist, you will be at the center of innovation that builds and maintains an optimal Customer Experience for 10x Genomics products. As a key member of the Global Support Team, you will assist in the development and continuous improvement of technical content and commercial processes to ensure that 10x Customers are successful beyond their expectations.

This is a remote position with West Coast working hours. 

What you will be doing:

• Provide direct application support and technical guidance to our Customers and Field Applications Teams.  
• Provide scientific guidance regarding the choice and use of 10x Genomics products. 
• Assist in application troubleshooting to provide technical guidance to both our Field Application Team and Customers., as well as to provide assistance for troubleshooting 
• Log, track, manage, and report Customer issues using Zendesk and Salesforce databases.
• Manage the escalation process. Hold peer-level consultations with Scientists at top academic, research and corporate institutions. Work within the Escalation Process to get solutions with partners from R&D, Product Management, Quality, Manufacturing, Engineering, as needed.
• Participate in Support-related projects to develop and maintain databases, as well as report on trends and quality related issues
• 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, and capture lessons learned. 
• Produce technical content. Develop, write, and edit technical documentation for internal and external customers.

Preferred Qualifications:

• Ph.D. or equivalent experience preferred
• Tissue handling for Spatial assays, including tissue embedding and sectioning (FFPE, Fresh Frozen), immunohistochemistry/immunofluorescence, multiplex in situ hybridization, imaging and microscopy 
• Sample preparation for Single Cell assays, including cell culture, tissue dissociation, cell enrichment, flow cytometry, and nuclei isolation
• Illumina library preparation and NGS sequencing
• Experience in Customer-facing Support roles
• Experience using Zendesk, Salesforce, Confluence, JIRA and other omni-channel Support Management platforms

Minimum Requirements:

• MS with >3 years experience in Molecular Biology, Genetics, or Biochemistry 
• Hands on experience with troubleshooting laboratory experiments
• Excellent analytical, problem solving and interpersonal skills 
• Outstanding written, verbal communication and training skills
• Ability to work independently and collaboratively while maintaining a positive attitude in a fast-paced work environment
• Willing to travel up to 10%

Below is the base pay range for …