Twist Bioscience Benefits Overview

Provides concierge customer support through email, chat, and phone; resolves product, service, and order issues; processes and validates purchase orders; guides customers through product selection and ecommerce use; provides order updates; generates Salesforce quotes; and collaborates with sales and technical teams while following QMS and ISMS requirements.

Leads global Customer Support and Scientific Technical Support across the Americas, EMEA, and APAC. Defines customer-centric strategy, scales omnichannel and AI-enabled support, develops regional leaders and scientific specialists, improves service metrics and retention, oversees technical escalations, manages support systems, and ensures quality, complaint-handling, and regulatory compliance across Twist’s genomics and synthetic biology portfolio.

Lead the Site Reliability Engineering function, overseeing cloud infrastructure, Kubernetes, networking, observability, automation, CI/CD, security, and incident response. Drive reliability, scalability, performance, and operational excellence across production systems while mentoring engineers and collaborating with software and product teams. Manage infrastructure architecture, monitoring platforms, infrastructure-as-code practices, vendor relationships, and post-incident remediation.