Job DescriptionWe are looking for a Technical Applications Scientist to join our group supporting Technical Services across the Northeast US, Canada and LATAM. This is an exciting opportunity to combine your scientific expertise with outstanding customer support. Working within a collaborative, cross-functional team, you'll provide technical guidance and application support to customers using Oxford Nanopore products and workflows.
You'll play a key role in helping researchers successfully implement our technologies, from experimental design and product installation through to data analysis and workflow optimization. Your work will help strengthen customer relationships and support the success of groundbreaking scientific research around the world. This is a remote role based on the East Coast (ideally in the Northeast - NY, NJ, PA, MA, MD), with occasional travel (up to 20%).
Key Responsibilities- Provide first-line applications support across the Nanopore sequencing workflow via email, phone, live chat and Zoom, primarily for post-sales customers.
- Troubleshoot technical and application-related queries, identifying customer needs and delivering effective solutions.
- Support customers with experimental design, workflow implementation, validation and data analysis, and know when to escalate to specialist teams (e.g., bioinformatics).
- Prioritize and manage multiple open cases, escalating complex technical issues where appropriate to ensure timely resolution and customer satisfaction.
- Collaborate with internal technical, commercial and product teams to deliver an exceptional customer experience, including ad hoc pre-sales support on complex accounts.
- Accurately document customer interactions and technical information within our CRM systems.
- Build strong relationships with scientists and researchers, acting as a trusted technical partner.
- Support field teams with first-line troubleshooting for strategic accounts, including workflow failures, unexpected sequencing outputs and tool misconfigurations.
- Participate in occasional conferences, regional team meetings and hands-on training sessions, including occasional training at our London headquarters.
What We Expect From You- BSc degree (or equivalent experience) in Molecular Biology, Genetics, Life Sciences, or a related scientific discipline.
- A strong foundation in molecular biology, genetics and life sciences. Next-generation sequencing (NGS) experience is preferred; bioinformatics experience is a plus.
- Strong scientific curiosity and the ability to communicate technical concepts clearly and confidently, including over video and live chat.
- A proactive, coachable approach to problem-solving and troubleshooting, and a willingness to learn new platforms and take feedback.
- Excellent organizational skills and the ability to manage multiple priorities.
- Customer-focused, with strong interpersonal and communication skills. Customer-facing or technical support experience is preferred.
- Spanish fluency is a plus, as our team supports customers in LATAM.
- Willingness to travel (up to 20%), including occasional international travel; a valid passport is required.
- Must be authorized to work in the U.S. without current or future sponsorship.
The salary for this role is between $84,000 and $95,000 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.
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