Product Support Scientist - AMR West Coast

Join a global leader in genomics and sequencing technologies as a Product Support Scientist supporting customers and internal teams across the AMR West Coast region. This role is ideal for a scientifically driven professional who combines strong technical troubleshooting capabilities with excellent customer support and cross-functional collaboration skills.

Requirements

• Provide advanced second-level technical support for escalated customer issues involving hardware, software, sequencing workflows, networking, and bioinformatics analysis.
• Investigate and manage complex product complaints through resolution, including troubleshooting, root cause analysis, risk assessment, and post-resolution monitoring.
• Collaborate with Product Management, R&D, Quality Assurance, and internal stakeholders to prioritize and resolve critical technical issues.
• Analyze support trends and recurring technical issues using CRM and reporting tools such as Salesforce (SFDC) and Tableau.
• Gather and prioritize Voice of Customer (VoC) feedback to support product improvements and future development initiatives.
• Support the full product lifecycle by contributing technical expertise during product development, launches, and post-market support activities.
• Review and improve technical documentation, troubleshooting guides, and customer-facing support materials.
• Communicate technical updates, best practices, and service bulletins to regional and global support teams.
• Help prepare support organizations for new product launches through process improvements, training, and readiness activities.
• Lead or contribute to projects aimed at improving global support operations, technical workflows, and customer satisfaction.

Benefits

• Healthcare benefits
• 401(k) plan
• Company match
• Short-term and long-term disability coverage
• Basic life insurance
• Commuter benefits