Join a global leader in genomics and sequencing technologies as a Product Support Scientist supporting customers and internal teams across the AMR West Coast region. This role is ideal for a scientifically driven professional who combines strong technical troubleshooting capabilities with excellent customer support and cross-functional collaboration skills.
You will serve as a key escalation point for complex product issues involving sequencing platforms, bioinformatics workflows, software, networking, and genomics applications. Working closely with Product Management, R&D, Quality Assurance, Sales, and global support teams, you will help drive issue resolution, improve products, and deliver an exceptional customer experience.
Key Responsibilities
- Provide advanced second-level technical support for escalated customer issues involving hardware, software, sequencing workflows, networking, and bioinformatics analysis.
- Investigate and manage complex product complaints through resolution, including troubleshooting, root cause analysis, risk assessment, and post-resolution monitoring.
- Collaborate with Product Management, R&D, Quality Assurance, and internal stakeholders to prioritize and resolve critical technical issues.
- Analyze support trends and recurring technical issues using CRM and reporting tools such as Salesforce (SFDC) and Tableau.
- Gather and prioritize Voice of Customer (VoC) feedback to support product improvements and future development initiatives.
- Support the full product lifecycle by contributing technical expertise during product development, launches, and post-market support activities.
- Review and improve technical documentation, troubleshooting guides, and customer-facing support materials.
- Communicate technical updates, best practices, and service bulletins to regional and global support teams.
- Help prepare support organizations for new product launches through process improvements, training, and readiness activities.
- Lead or contribute to projects aimed at improving global support operations, technical workflows, and customer satisfaction.
What We’re Looking For
Required Qualifications
- MSc or PhD in Life Sciences, Molecular Biology, Genomics, Bioinformatics, or a related discipline, or equivalent industry experience.
- 4+ years of experience within the biotech, biomedical, or genomics industry.
- Prior experience in technical support, field applications, customer-facing support, or similar technical roles.
- Hands-on experience with sequencing technologies, including:
- Library preparation
- Sequencing workflows
- Data analysis and bioinformatics pipelines
- Experience troubleshooting complex technical issues and managing product complaints.
- Strong analytical thinking and problem-solving capabilities.
Preferred Skills & Experience
- Experience with CRM systems such as Salesforce (SFDC) and analytics/reporting tools like Tableau.
- Familiarity with genomics hardware, software systems, networking environments, and bioinformatics troubleshooting.
- Strong written and verbal communication skills.
- Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Business-oriented mindset with the ability to assess commercial impact and customer risk.
- Ability to collaborate effectively across global and highly matrixed organizations.
- Self-motivated, customer-focused, and highly driven to succeed.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, color, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
The salary for this role is between $97,000 and $121,849 USD. The salary offered will reflect the skills and experience of the candidate.
Certain roles within ONT are eligible for annual bonus and stock. These awards are allocated based on individual performance.
Employees based in the US have the option to choose healthcare benefits, participate in the company 401(k) plan and company match, we also offer short-term and long-term disability coverage, basic life insurance, and commuter benefits to name a few.
We are proud to be an equal opportunity employer. We select and employ candidates only in accordance with their merits, qualifications, and abilities to perform the duties of the job regardless of gender, marital status, race, religion, color, age, disability, sexual orientation, military or veteran status. If you require an accommodation to complete the application or interview process, please contact [email protected] To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
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About UsOxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.
Skills Required
- MSc or PhD in Life Sciences, Molecular Biology, Genomics, Bioinformatics, or a related discipline
- 4+ years of experience within the biotech, biomedical, or genomics industry
- Prior experience in technical support, field applications, customer-facing support, or similar technical roles
- Hands-on experience with sequencing technologies, library preparation, and sequencing workflows
- Experience troubleshooting complex technical issues and managing product complaints
- Strong analytical thinking and problem-solving capabilities
- Experience with CRM systems such as Salesforce and analytics/reporting tools like Tableau
- Familiarity with genomics hardware, software systems, and bioinformatics troubleshooting
- Strong written and verbal communication skills
- Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Business-oriented mindset with the ability to assess commercial impact and customer risk
- Ability to collaborate effectively across global and highly matrixed organizations
- Self-motivated, customer-focused, and highly driven to succeed
Oxford Nanopore Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Oxford Nanopore Technologies and has not been reviewed or approved by Oxford Nanopore Technologies.
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Fair & Transparent Compensation — Pay is considered good to above average across many roles, with employer-provided ranges visible for several U.S. commercial and applications positions and company materials emphasizing market‑competitive base pay. Commercial and some senior technical posts, particularly in the U.S., are positioned as competitive and often paired with strong variable components.
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Equity Value & Accessibility — All‑employee share plans in the UK and a U.S. employee stock purchase plan indicate broad access to equity as part of total reward. Company communications highlight attractive bonus and share plans that add meaningful upside beyond base pay.
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Healthcare Strength — U.S. roles indicate strong health insurance and core protections, while official materials and country overviews reference private medical coverage and wellbeing support. These elements position the health package as a notable strength alongside cash compensation.
Oxford Nanopore Technologies Insights
What We Do
Our goal is to enable the analysis of anything, anywhere, by anyone. We have developed the world’s first and only nanopore DNA and RNA sequencing platform. It’s a new generation of sequencing technology — the only one to offer: scalability to portable or ultra-high throughput formats, real-time data delivery, and the ability to elucidate rich biological data. We are aiming to disrupt the way that biological analyses are currently performed, and open up new applications that have a profound, positive impact on society. Our devices offer real-time analysis, for rapid insights, in fully scalable formats — from pocket to population scale — and the technology is being used in more than 100 countries worldwide. Founded in 2005 as a spin-out from the University of Oxford, the company now employs more than 600 people from multiple disciplines including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.
