Associate Director, Scientific Support

Position: Associate Director, Scientific Support

Contract Type: Permanent, Full-Time

Preferred home location: Remote (Boulder, CO preferred)

Department: Scientific Support

Experience: MS required; 12+ years relevant experience with 4+ years management experience

Position Summary

We are seeking an experienced and technically strong Associate Director, Scientific Support to lead and scale our Scientific Support organization. This role is responsible for delivering excellent customer technical support while driving operational excellence, cross-functional collaboration, and scientific enablement across Watchmaker’s enzyme and NGS product portfolio.

This role will oversee the Scientific Support team, ensure strong collaboration with Commercial, Product Management, and R&D teams, and establish scalable processes that enhance customer experience and accelerate sales cycle. This is an important leadership role at the intersection of technical support, product feedback, customer success, and lab-based support projects.

This is a remote position with travel requirements of up to 25% within the US (potentially globally), including co-travel with commercial team members, conferences, customer visits, and key events. The ideal candidate has a strong background in genomics or molecular biology, coupled with experience in technical support, training, and team leadership.

Key Responsibilities

• Provide strategic leadership and direction for the Scientific Support function, aligning support strategy with company commercial objectives, product roadmap, and customer success goals
• Build, lead, and develop a high-performing Scientific Support organization, including hiring, organizational design, performance management, and career development
• Establish and scale global Scientific Support infrastructure, including support workflows, and knowledge management systems
• Define and track key performance indicators (KPIs) and metrics to measure support effectiveness, customer satisfaction, response times, and resolution outcomes
• Serve as the senior technical escalation point for complex customer issues, working cross-functionally to drive resolution and root cause investigations
• Partner with Commercial Leadership to support strategic accounts, key collaborations, and revenue-driving opportunities through technical engagement and scientific partnership
• Work closely with Product Management and R&D to translate customer feedback, field insights, and support trends into product improvements, new product requirements, and roadmap input
• Lead Scientific Support involvement in new product development and commercialization, including beta testing programs, workflow validation, early adopter support, and launch readiness
• Collaborate with Quality and Operations teams on complaint investigations and documentation.
• Oversee the creation and maintenance of technical documentation including troubleshooting guides, application notes, protocols, FAQs, and training materials
• Partner with Commercial Operations to analyze support trends, product performance, and customer adoption patterns to inform business strategy
• Support customer visits, scientific presentations, workshops, conferences, and key opinion leader engagements as needed

Skills and Requirements

The following skills and experience are requirements for the position:

• Strong scientific foundation with the ability to communicate complex technical concepts clearly
• Proven experience managing technical or applications-focused teams
• Demonstrated troubleshooting expertise in molecular biology workflows
• Strong cross-functional collaboration skills across Commercial, Product, R&D, and Marketing teams
• Customer-focused mindset with strong problem-solving abilities
• Willingness to travel (up to 25%) to support customers and conference activities

Education and Experience

• Master’s degree in Molecular Biology, Biochemistry, Genetics, or related field
• 12+ years technical support with 4+ years management experience

Compensation

The base compensation for the Associate Director, Scientific Support role starts at $150,000 - $170,000 + bonus + equity; actual pay will be adjusted based on skills and experience. Employees are eligible for Flexible Time Off, Holidays, employer covers 75% of base medical plan with buy-up options, EAP (employee assistance program), employer paid dental with a buy-up option, employer paid vision, employer paid $25,000 life/AD&D policy, paid parental leave, and a 401(k) retirement plan with a 4% match.

Application Requirements 

To apply for the position, please submit the following in a PDF format on watchmakergenomics.com: 

• Letter of motivation (upload where it says cover letter)
• Resume or Curriculum vitae, highlighting relevant qualifications and experience

Applications without a Letter of Motivation will not be considered. 

Applications will be accepted on a rolling basis and the position will remain open until filled; however, early submission is encouraged as review will begin immediately.

If selected to participate in the interview process, the names and contact information of three professional references who are able to assess your suitability for the position in terms of the specified requirements will be requested.

*** NO RECRUITMENT AGENCIES PLEASE

We are only accepting direct applications for this position. We are not working with external recruiters or agencies at this time. Unsolicited resumes or candidate submissions from third-party recruiters will not be considered and will be deemed the property of Watchmaker Genomics.

*** WE ARE AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

Watchmaker Genomics is committed to being an equal opportunity employer and creating a culturally diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics as protected by applicable law.

All applicants will be asked if currently eligible to work in the United States of America; and if now or in the future will require visa sponsorship to continue working in the United States.

This position may be subject to pre-employment checks, including driving history check, drug screening and a background check for any convictions directly related to its duties and responsibilities. All pre-employment checks will comply with all applicable federal, state, and local laws.