Scientist, Applications, Tech Support

Organization
Pacific Biosciences
Job Location
1305 O'Brien Drive
Menlo Park, CA 94025
Job Description

This position is for a customer and field facing Applications support person who will be based in our Menlo Park, CA headquarters with occasional travel to assist field applications scientists or to perform trainings.

PacBio has introduced a platform for single molecule, real-time detection of biological events designed to transform the future of medicine, basic science, agriculture and bio-fuels. Our mission is to transform the way humankind acquires, processes, and interprets data from living systems through innovative tools for biological research.
We are building a multi-disciplinary team to establish a world-class Technical Support organization to support our field-based teams and customers. Our ideal candidate is a well-rounded top performer who can be a key contributor in a high-energy growth environment.

Responsibilities:
-    Participate as a key member of a diverse group of Technical Support Scientists and Engineers.
-    Assist customers with Experimental Design, Molecular Biology, and Sample Preparation questions or complaints in a timely manner.  Issues can be received via phone, email, and the Web.
-    Triage and dispatch issues requiring field support to Field Applications Scientists and Engineers.
-    Log and manage case details using Salesforce CRM.
-    Contribute to the ongoing development of a troubleshooting guide to capture lessons learned and solutions to cases.
-    Represent our Customers, the Field and Technical Support Teams on Core teams in the development and delivery of new systems, software, and consumables.

Requirements

Education:
-    B.S. or higher (Ph.D. preferred) in Molecular Biology, Genetics, or related disciplines, along with 3+ years of relevant industry or academic experience.
-    2+ years of customer support, field service, or technical training.

Skills:
-    Customer-focused individual with the empathy and skills to understand and address customer concerns.
-    Must have a “can do” attitude and be comfortable in a fast-paced start-up environment.
-    Must have strong written and verbal communication skills. 
-    Self-starter who is able to work with minimal supervision.
-    Must have excellent troubleshooting abilities.
-    Must be an intelligent individual with excellent work ethic, exceptional judgment, and unquestionable integrity.
-    Outstanding interpersonal skills.
-    Ability to balance several projects and customers concurrently.

Technical Expertise:
-    Experienced operating next-generation DNA sequencing instruments and applications such as Variant detection, RNA-seq, ChIP-seq, 5mA detection, etc.
-    Experienced in molecular biology, and biochemistry laboratory techniques.
-    Experienced in analysis of next-generation DNA sequencing data
-     Knowledgeable in bioinformatics tools to support next-generation DNA sequencing
-    Experienced with common DNA sequence analysis tools and workflows such as sequence alignment, genome visualization, comparative genomics, sequence/structural variation discovery, and epigenetics
-    Experienced with Linux use.
-    Preference shown to candidates who additionally have strong data analysis experience.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.

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