Technical Support Scientist - Remote

Overview

As a Technical Support Scientist, you’ll play a key role in delivering a world-class customer experience for 10x Genomics products. You will be part of the Global Support Team, providing scientific expertise, troubleshooting guidance, and technical content development that empowers our customers’ success. This role requires both technical depth and strong communication skills, as you’ll collaborate with internal teams and directly support customers at leading academic, research, and industry institutions.

In Short

• Provide expert scientific guidance on the use and applications of 10x Genomics products.
• Deliver direct application support and troubleshooting assistance to customers and Field Applications Teams.
• Partner with Field Applications and Customers to resolve application and instrument-related issues, escalating as appropriate.
• Log, track, and manage customer cases, ensuring timely follow-up and resolution.
• Lead and participate in the escalation process, collaborating with cross-functional teams including R&D, Product Management, Quality, Manufacturing, and Engineering.
• Contribute to Support-related projects by developing and maintaining knowledge bases, analyzing trends, and reporting on quality-related issues.
• Serve as the Voice of the Customer, distilling and communicating feedback to internal teams to enhance products and processes.
• Create and refine technical documentation, training resources, and other customer-facing materials.

Requirements

• Ph.D. in Molecular Biology, Genetics, Biochemistry, or related field; or M.S. with >3 years of relevant experience.
• Strong background in troubleshooting experimental workflows in a laboratory setting.
• Excellent analytical, problem-solving, and interpersonal skills.
• Exceptional written and verbal communication, including the ability to explain complex concepts clearly.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment while maintaining a positive attitude.
• Willingness to travel up to 10%.

Benefits

• Competitive salary with equity grants.
• Comprehensive health and retirement benefit programs.
• Annual bonus program or sales incentive program.