Support Scientist

Job Description
About the Role:

As an in-house Technical Support Application 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 develop and continuously improve 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
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.

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