Technical Support Specialist – Scientific

Plasmidsaurus

Technical Support Specialist providing Tier 1-2 technical support for sequencing services at Plasmidsaurus. Aiding researchers by troubleshooting technical issues and monitoring sequencing processes in a hybrid role.

Posted 5/26/2026full-timeBoston • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $62,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Respond to customer inquiries via email and phone in a timely and professional manner balancing urgency and quality in your responses.
Provide expert technical support for our sequencing services, quickly interpreting scientific information communicated by customers, and identifying their needs and the best path to solutions for their requests
Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.
Monitor sequencing process outputs and troubleshoot inconsistencies to ensure high-quality results.
Identify and escalate complex issues to the appropriate departments, collaborating directly with our laboratory technicians, bioinformatics specialists, and software teams.
Maintain accurate records of customer interactions and support cases in our CRM system.
Provide feedback to improve workflows, documentation, and overall customer experience.

Requirements

What you’ll need

A Bachelor’s degree Biology, Genetics, Molecular Biology, or a related field
Experience in DNA sequencing, genomics, or molecular biology techniques
Some experience interacting with customers or users, ideally fielding high volume requests as the first point of contact.
Strong critical thinking and problem-solving skills and excellent analytical capabilities.
An ability to prioritize tasks and communication efficiently, ensuring timely updates without sacrificing quality of solutions or responses.
Strong written and verbal communication and customer service skills
A proactive, solutions-oriented mindset and the ability to work both independently and collaboratively in a fast-paced startup environment.
Familiarity with bioinformatics tools and NGS data analysis is beneficial but not required.

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

DNA sequencinggenomicsmolecular biology techniquesbioinformaticsNGS data analysis

Soft Skills

critical thinkingproblem-solvinganalytical capabilitiescommunicationcustomer serviceproactive mindsetcollaborationtask prioritization