Technical Support Scientist – US East
$110k - $130k USD
At Alamar, we are passionate about enabling our customers to make scientific discoveries that translate into clinical outcomes and benefit patients. Our team is growing quickly as we develop innovative approaches to measure critical protein biomarkers from liquid samples that can enable the earliest possible detection of disease. We believe the next frontier in biology is enabled by measuring proteins at higher sensitivity in highly multiplexed assays at the push of a button, which is something only Alamar can do. As we build our team, we seek collaborative, driven, intellectually curious people committed to solving complex challenges. Our culture rewards accountability and cross functional teamwork because we believe this enables the kind of breakthrough thinking that will accelerate our mission.
We are searching for a Technical Support Scientist – US EAST with a strong background in biological sciences and an eagerness to work with customers to ensure their success with Alamar products. This role will join a dynamic team of professionals as out first in-house Technical Support Scientist. This role will leverage your expertise to provide scientific and technical support to Alamar’s automated instrument system for high-precision proteomic analysis. Reporting to the Senior Director of Field Application, you will collaborate closely with the sales, marketing and research and development teams to continue to grow our business. The Technical Support Scientist will be the front line support path for our customers and will take ownership of the resolution of all inquiries and complaints. This is a hands-on role that offers the opportunity to make a significant impact on life science research and early disease diagnosis within a rapidly expanding company.
This role is East Coast based to support customer coverage across time zones.
Responsibilities:
- Serve as a primary point of contact for customers for technical and scientific support, working collaboratively with other Technical and Application Support team members to coordinate responses, share context, and ensure consistent, high-quality support.
- Status communications with customer
- Logging cases and associated communications and resolutions in the CRM
- Informing requirements for scaling support process and infrastructure
- Tracking support metrics
- Perform platform demonstrations as needed to support sales
- Perform internal trainings for new field employees
- As a foundational member of the team, contribute to the building of the technical knowledgebase and processes to facilitate scaling of support as the user base expands
- Collaborate with internal R&D teams during the product development cycle, providing critical insights via Voice of Customer
- Contribute to the creation of customer training materials and documentation, working closely with internal resources
- Assist in the scaling of our CRM toolset, ensuring effective integration with ERP and marketing automation
Qualifications:
- BS, MS or PhD in the biological sciences
- Demonstrated experience in the generation of technical documentation
- Pragmatic thinker with a clear and effective approach to problem-solving
- Strong orientation towards process improvement and unwavering commitment to quality
- In-depth understanding of preparing materials to enhance customer support
- Excellent relationship-building skills, with the ability to engage effectively with diverse personalities both inside and outside the company
- Outstanding written, verbal, and presentation skills, capable of conveying complex information with clarity
- If you are a dedicated individual with a passion for advancing disease detection, we invite you to join our innovative team at Alamar Biosciences. You will have the opportunity to shape the future of proteomics and make a meaningful impact on the world of scientific research and healthcare
The base salary range for this full-time position is $110,000 - $130,000 + bonus + equity + benefits. Our salary ranges are determined by work location, job-related skills, experience, and relevant education or training. The ranges displayed on each job posting reflect the minimum and maximum target for new hire salaries but are subject to change if the leveling of the role is adjusted. Your recruiter can share more about the specific salary range during the hiring process.