Job Details

Technical Support Specialist - NGS

Hybrid | 3 days/week in San Francisco or Boston

Up to $80K + Great Benefits

If you have a background in next-generation sequencing or molecular biology and enjoy communicating complex scientific concepts clearly, this role is a great opportunity to bring your bench experience into a customer-facing position within a rapidly scaling start-up environment.

Bloom Life Science partners with an early‑stage DNA sequencing company that has experienced fast growth and is scaling its customer support function.

We are hiring a Technical Support Specialist to serve as the first point of contact for scientific 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 customers and will help with any challenges, from troubleshooting technical issues and monitoring sequencing processes to maintaining the highest quality and record keeping standards.

The Role

• 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 upscale 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.

About You

• A 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, 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 communicate 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.

If this sounds like you, click apply or you can reach out to me directly if you'd prefer.