Job Description
Job Description
Technical Support Specialist
Full-time | Hybrid | San Francisco
About the Role
We’re looking for a Technical Support Specialist to serve as the first line of support for scientists and researchers using advanced sequencing technologies.
You’ll combine your technical background in the life sciences with exceptional communication skills to help customers troubleshoot, interpret data, and achieve the best possible results.
This is a great opportunity for someone who thrives at the intersection of science, technology, and customer success—someone who loves solving problems, managing details, and improving processes that empower research innovation.
What You’ll Do
- Act as the first point of contact for customers via email and phone, providing responsive, empathetic, and technically sound support.
- Assist with DNA sequencing workflows, interpreting scientific information and identifying optimal solutions.
- Monitor sequencing outputs and proactively troubleshoot quality issues to ensure accuracy and turnaround speed.
- Document all customer interactions and technical issues in CRM tools (HubSpot, Zendesk, Salesforce).
- Collaborate with cross-functional teams including lab technicians, bioinformatics engineers, and software developers to resolve complex cases.
- Maintain meticulous records for traceability and compliance.
- Identify recurring issues and contribute to workflow improvements, documentation updates, and customer education materials.
- Support the broader customer success team in maintaining world-class service and operational excellence.
What We’re Looking For
- Bachelor’s degree (or equivalent experience) in Molecular Biology, Biochemistry, Genetics, or related field.
- 1–3+ years of experience in technical support, lab operations, or research assistance within a life sciences or biotech environment.
- Familiarity with DNA sequencing, NGS workflows, PCR, and bioinformatics tools.
- Strong communication and problem-solving skills—able to distill complex concepts for both technical and non-technical audiences.
- Proficiency with CRM systems (e.g., HubSpot, Zendesk, Salesforce).
- Ability to work hybrid (3 days per week in-office, typically M/W/F) with time zones aligned to local working hours.
- Highly organized, detail-oriented, and comfortable handling multiple priorities in a fast-moving setting.
Compensation & Benefits
- Salary: $50K – $80K (based on location and experience)
- Equity: Included in compensation package
- Benefits:
- 4 weeks PTO + 10 paid holidays
- 401(k) with employer match
- Health, dental, and vision insurance
- Life insurance and mental health coverage
- Health Advocate program & gym membership reimbursement
Why Join
- Be part of a team accelerating scientific discovery and innovation in the life sciences.
- Work with a mission-driven organization using technology to transform how scientists sequence and analyze DNA.
- Gain hands-on experience with cutting-edge bioinformatics tools and next-generation sequencing workflows.
- Join a collaborative, fast-moving team where your work directly supports groundbreaking research.
Ready to take the next step?
Apply now or email Jenn at Recruiter@CareDynamicsFL.com to learn more.