Technical Support Specialist

About Plasmidsaurus

Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists. Our sequencing services are used daily by thousands of innovators, including Nobel laureates, Fortune 100 pharma, and over 70,000 scientists.

We began by revolutionizing plasmid sequencing, making it exponentially cheaper and faster, with innovative sequencing technologies and a global network of laboratories that turn samples into answers in hours, not weeks.

Now we are expanding that same disruptive model across all of genomics. With the launch of our new RNA-seq service, we are taking a bold step toward our vision to sequence everything, providing scientists everywhere with faster, simpler, and more affordable access to the data that powers discovery.

Every team member at Plasmidsaurus plays a crucial role in driving the future of biotech research. Together, we are building the world’s most efficient sequencing engine that operates overnight, scales globally, and helps scientists make breakthroughs faster than ever before.

About the role

Plasmidsaurus’s Technical Support Specialists serve as the first point of contact for our customers, delivering fast, consistent, and empathetic Tier 1-2 technical support to scientists in academic and research labs, and at biotech and pharmaceutical companies of all sizes. This position is a great fit for those with a background in biomedical sciences who are passionate about helping researchers succeed and thrive at solving problems. You will play a critical role in supporting our customers, and will help with any challenges, from troubleshooting technical issues, and monitoring sequencing processes to maintaining the highest quality and record keeping standards.

In this role, you can expect to:

• 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.