Technical Support Specialist | Germany

The role

Technical Support Specialists serve as the first point of contact for customers. You will provide Tier 1-2 technical support to scientists in academic, biotech, and pharmaceutical settings.

What you will do

• Respond to customer inquiries via email and phone
• Provide technical support for sequencing services
• Utilize internal systems to resolve inquiries
• Monitor sequencing process outputs and troubleshoot inconsistencies
• Identify and escalate complex issues to laboratory, bioinformatics, and software teams
• Maintain accurate records of customer interactions in a CRM system
• Provide feedback to improve workflows, documentation, and customer experience

Required qualifications

• Bachelor’s degree in Biology, Genetics, Molecular Biology, or a related field
• Experience in DNA sequencing, genomics, or molecular biology techniques
• Some experience interacting with customers or users
• Strong critical thinking and problem-solving skills
• Excellent analytical capabilities
• Ability to prioritize tasks and communicate efficiently
• Strong written and verbal communication and customer service skills
• Proactive, solutions-oriented mindset
• Ability to work both independently and collaboratively in a fast-paced startup environment

Nice to have

• Familiarity with bioinformatics tools and NGS data analysis
• A systems thinking approach
• 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

Before you apply

• Interviews will be in English
• Submit your resume in English

About the company

Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists. They provide sequencing services using innovative technologies and a global network of laboratories.