The Technical Product Support Specialist is part of the Product Management Team and reports directly to the Product Management Director.
The Product Support Specialist is the product technical expert who ensures all customer-facing technical documentation and responses to customer technical inquiries or complaints are accurate, professional and timely.
He or she is an expert in next generation sequencing workflow based on at least 2 years of practical bench level experience.
On-Market Technical Product Support
Provides on-market support by addressing level 2 (or 3?) submissions
Responsible for addressing and documenting response to JIRA tickets in a timely way
Applies knowledge of assay / bundled solutions performance and troubleshooting principles and practices, including coordinating with platform technical support team
Conducts technical product training of SMEs, and collaborates closely with Knowledge Manager to develop effective technical training programs
Responsible for creating, maintaining and obsoleting customer-facing technical documentation including User Guides, protocols and IFUs
Ensures documentation is compliant with regulatory requirements
Specializes in creating clear and user-friendly documentation
Shape Pipeline Products Support Strategies
Applies learnings from customer inquiries and complaints to development projects
Act as Cross Departmental Partner for Efficient Troubleshooting
Closely collaborates with Platform technical team and R&D to efficiently troubleshoot customer issues
Practical hands-on Next Generation Sequencing Experience is an absolute minimum requirement
Masters or higher degree in life science
3+ years of relevant experience, in the life science or diagnostics field
Fluent in spoken and written English is a must
Technical writing experience
Excellent organizational skills to define timelines, set priorities and deliver on time
Excellent written and verbal communication skills including communicating complex scientific topics in simple terms to internal and external partners.
Young and closely interacting R&D team in a casual working environment
Career opportunities in a fast-growing company with a worldwide reputation
International and multicultural environment
Flexible hours, home office opportunities
A stimulating technical environment (cloud computing, Big Data, CI, CD, ...)
Exchanges and collaborations with experts within the company (AI, genomics, medicine, etc.
Start : ASAP (or as agreed)
Contract type : permanent full-time
If you think you fit this position, please send a CV and a cover letter. Please note that incomplete applications will not be considered.
After an initial screening process, candidates will be invited for remote interviews. Selected candidates will then be invited for personal interviews.