Technical Support Scientist

Deliver direct application support and troubleshooting assistance to customers and Field Applications Teams. Partner with Field Applications and Customers to resolve application and instrument-related issues, escalating as appropriate. Log, track, and manage customer cases, ensuring timely follow-up and resolution. Contribute to Support-related projects by developing and maintaining knowledge bases, analyzing trends, and reporting on quality-related issues. Ph.D. in Molecular Biology, Genetics, Biochemistry, or related field; or M.S. with >3 years of relevant experience. Strong background in troubleshooting experimental workflows in a laboratory setting. Excellent analytical, problem-solving, and interpersonal skills. Exceptional written and verbal communication, including the ability to explain complex concepts clearly. Ability to work independently and collaboratively in a fast-paced, dynamic environment while maintaining a positive attitude. Willingness to travel up to 10%. Ph.D. or equivalent experience strongly preferred. Hands-on expertise in tissue handling for Spatial assays: tissue embedding, sectioning (FFPE, Fresh Frozen), IHC/IF, multiplex ISH, imaging, and microscopy. Experience in sample preparation for Single Cell assays: cell culture, tissue dissociation, enrichment, flow cytometry, nuclei isolation. Proficiency in Illumina library prep and NGS sequencing workflows. Prior experience in customer-facing technical support roles. Familiarity with support management platforms such as Zendesk, Salesforce, Confluence, and JIRA.