Technical Support Specialist - Multi Omics Service

Job Description

Technical Support SpecialistG2025-04207

About the job

We are seeking a highly skilled Technical Support Specialist with strong expertise in molecular biology and next-generation sequencing (NGS) to join our team. This role involves providing technical assistance, troubleshooting, and guidance to our clients in NGS workflows and related molecular biology applications. The ideal candidate will be a proficient English speaker with a solid academic background in molecular biology and hands-on experience in NGS techniques. A master’s degree in molecular biology with relevant NGS experience is preferred; Ph.D. holders are highly regarded.

*This position will be based in the Psomagen office in Rockville, Maryland (on-site).

* Compensation may be adjusted based on your experience and skill set.

Responsibilities

Act as the primary technical contact for customers, addressing inquiries, providing troubleshooting assistance, and offering guidance on NGS-related projects and molecular biology applications.

Conduct training sessions and technical demonstrations to educate clients on NGS workflows, protocols, and best practices.

Collaborate with clients to understand and address their technical requirements, delivering exceptional customer service and tailored solutions.

Assist in optimizing NGS workflows, ensuring accuracy and efficiency in experimental design and data interpretation.

Provide scientific input and feedback to internal teams, including R&D and sales, to support product improvement and development.

Document and report client interactions and technical issues to enhance customer support resources and develop a knowledge base.

Qualifications & Preference

Education: Master’s degree in Molecular Biology, Genetics, Biotechnology, or a related field, with a preference for candidates with relevant NGS experience; Ph.D. holders are highly regarded.

Experience: Proven expertise in NGS experimentation and data analysis, with hands-on experience in library preparation, sequencing, and bioinformatics analysis.

Technical Skills: Strong background in molecular biology techniques, particularly in NGS applications, with the ability to troubleshoot complex experimental challenges.

Customer-Facing Skills: Excellent communication skills in English, with the ability to effectively support clients in a technical capacity.

Preferred: Previous experience in a technical support or customer service role is a plus, especially in settings requiring technical troubleshooting and client interaction.

Analytical and problem-solving skills to address complex technical issues.

Ability to work independently and collaboratively in a dynamic environment.

Strong attention to detail and organizational skills to manage multiple client interactions and document technical support cases.

Benefits

Medical, Dental, and Vision insurance (100% employer-paid premium)

401K with immediate participation and company match after 1 year

24 days of paid time-off with roll over or cashing option

Long-term employment cashable vacation

2-hour off for an annual check-up

Lunch allowance and drinkware reimbursement

Visa sponsorship is offered when needed

Money Gifts for congratulatory/condolences

Free gym facilities near the company

Company Overview Psomagen, Inc., founded in 2004 in Rockville, MD, is at the forefront of genetic and genomic testing. The company offers cutting-edge genomic services through next-generation and Sanger sequencing with data analysis services for applications in basic research and clinic diagnostics. The service laboratory has been certified under the Clinical Laboratory Improvement Amendments (CLIA) and accredited by the College of American Pathologists (CAP), which demonstrates the highest level of quality and safety in the market.Listed on the KOSDAQ in July 2020, the company is rapidly expanding its business from B2B to B2C and from Research to Clinical markets. The company has broadened the capabilities in the healthcare space such as at-home kits for analysis of genetic traits and microbiome profiles. With CLIA-certified and CAP-accredited laboratories, the company is looking to further expand service offerings in the clinical laboratory diagnostics market such as a laboratory-developed test (LDT) for COVID-19.

As an EEO/AA employer, the organization will not discriminate in its employment practices due to an applicant’s race, color, sex, pregnancy, national origin, ancestry, citizenship, sexual orientation, gender identity or expression, protected genetic information, age, disability, marital status, veteran status, religion, height, weight, other protected group status, or any other basis protected by the laws where we employ people.

Full-time