Technical Support Scientist, Probe Design

Responsibilities:
- Provide application assistance, product training, and system troubleshooting for Advanced Cell Diagnostics product lines via phone and email.
- Provide probe support for RNAscope family of products (DNAscope/BaseScope/miRNAscope).
- Use Linux command-line tools for sequence alignments (BLAST/BLAT), probe selection, and specificity.
- Collaborate with technical support and internal teams on probe troubleshooting.
- Act as primary contact for customers on technical issues; provide scientific consultation for research use only.
- Monitor support channels (email/phone) to ensure customer service excellence, guaranteed response times, and timely issue resolution.
- Log, track, and identify frequently occurring, high-impact support issues using Salesforce CRM for resolution.
- Liaise with Sales, Marketing, and R&D to provide product performance feedback.
- Contribute to the Probe Design team knowledgebase.
- Train new hires on ACD product lines.

Qualifications:
- PhD or MS with 3+ years of research experience in molecular biology, bioinformatics, or a related field.

Skills/Experience:
- In-depth knowledge of genes and sequences.
- Ability to translate publicly available knowledge and/or raw data from private databases.
- Expertise in biological databases and bioinformatics software.
- Experience working with multi-disciplinary teams.
- Post-graduate experience with experimental design, cell and molecular techniques.
- Strong troubleshooting skills for complex biological assays.
- 5+ years Linux plus Python/Perl or other programming languages.
- 5+ years next-generation sequencing platform/tool experience.
- Extensive tissue/cell-based assay development experience.
- Presentation/teaching skills; self-directed, professional, leadership, and teamwork.

Working Conditions:
- Travel ~10%; office setting; regular computer use; occasional extended hours to meet deadlines.

Physical Requirements:
- Prolonged periods of sitting/standing at a computer.