Technical (Scientific) Support Specialist - East Coast

Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists. The Technical Support Specialist will serve as the first point of contact for customers, providing Tier 1-2 technical support to scientists and ensuring high-quality service and troubleshooting. Responsibilities 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 Skills 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 A systems thinking approach, looking beyond isolated issues to improve workflows, prevent recurring problems, and enhance the overall user experience Contributed to the development of training documentation Direct startup experience in Biotech, Medtech, or Healthtech Experience with ticketing services like Service Hub, Zendesk, or Service Cloud Company Overview Plasmidsaurus is a biotechnology company that provides whole plasmid and bacterial genome sequencing services. It was founded in undefined, and is headquartered in Eugene, Oregon, USA, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship Plasmidsaurus has a track record of offering H1B sponsorships, with 7 in 2025. Please note that this does not guarantee sponsorship for this specific role.