We 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.
About Us
Oxford Nanopore has developed a new generation of nanopore-based sensing
technology for faster, information-rich, accessible and affordable molecular
analysis. The technology is used to understand and characterize the biology of
humans, animals, plants, bacteria, viruses, and diseases such as cancer. By
enabling biological insights, we strive to improve life on Earth and beyond.
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.
We are proud to be an equal opportunity employer. Please note that no
terminology in this advert is intended to discriminate on the grounds of a
person's gender, marital status, race, religion, colour, age, disability or
sexual orientation. Every candidate will be assessed only in accordance with
their merits, qualifications and abilities to perform the duties of the job. We
will ensure that individuals with disabilities are provided reasonable
accommodation to participate in the job application or interview process, to
perform essential job functions, and to receive other benefits and privileges of
employment. If you require an accommodation to complete the application or
interview process, please contact human.resources@nanoporetech.com
[human.resources@nanoporetech.com]
#LI-Remote #LI-SH1
Oxford Nanopore Technologies: Our goal is to bring the widest benefits to
society through enabling the analysis of anything, by anyone, anywhere. The
company has developed a new generation of nanopore-based sensing technology for
faster, information rich, accessible and affordable molecular analysis. The
first application is DNA/RNA sequencing, and the technology is in development
for the analysis of other types of molecules including proteins. The technology
is used to understand and characterise the biology of humans and diseases such
as cancer, plants, animals, bacteria, viruses, and whole environments. With a
thriving culture of ambition and strong innovation goals, Oxford Nanopore is a
UK headquartered company with global operations and customers in more than 125
countries.