Teams at Oxford Nanopore Technologies

Customer-facing senior bioinformatics specialist supporting long-read sequencing workflows. Prioritizes troubleshooting, escalation management, onboarding strategic accounts, building playbooks and documentation, mentoring junior staff, and standardizing support across the Americas to accelerate issue resolution.

Manage on-market sequencing platforms lifecycle: gather customer insights, set data-driven roadmaps, coordinate cross-functional delivery, ensure supply and availability, support commercial activities and sales collateral, and translate technical and commercial input into product requirements.

Lead the EMEAI Product Support team to deliver high-quality technical support, handle escalations and product complaints, drive triage and risk assessment, analyze case trends, manage Voice of Customer, coordinate with Product Management, R&D and QA, prepare launch readiness, and develop team performance and documentation in CRM.