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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Scientist - AMR West Coast - **Company:** Oxford Nanopore Technologies - **Location:** San Francisco, CA, United States - **Experience:** Experienced - **Salary:** $97,000.0 - $121,849.0 - **Contract:** Permanent contract - **Skills:** Data Analysis, Bioinformatics, Salesforce.Com, Software Systems, Tableau (Software), Tools for Reporting - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=afae2212e47a8f80 ## About the Role Do you have experience in Technical documentation?, * MSc or PhD in Life Sciences, Molecular Biology, Genomics, Bioinformatics, or a related discipline, or equivalent industry experience. * 4+ years of experience within the biotech, biomedical, or genomics industry. * Prior experience in technical support, field applications, customer-facing support, or similar technical roles. * Hands-on experience with sequencing technologies, including: + Library preparation + Sequencing workflows + Data analysis and bioinformatics pipelines * Experience troubleshooting complex technical issues and managing product complaints. * Strong analytical thinking and problem-solving capabilities. Preferred Skills & Experience * Experience with CRM systems such as Salesforce (SFDC) and analytics/reporting tools like Tableau. * Familiarity with genomics hardware, software systems, networking environments, and bioinformatics troubleshooting. * Strong written and verbal communication skills. * Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment. * Business-oriented mindset with the ability to assess commercial impact and customer risk. * Ability to collaborate effectively across global and highly matrixed organizations. * Self-motivated, customer-focused, and highly driven to succeed. ## Description Join a global leader in genomics and sequencing technologies as a Product Support Scientist supporting customers and internal teams across the AMR West Coast region. This role is ideal for a scientifically driven professional who combines strong technical troubleshooting capabilities with excellent customer support and cross-functional collaboration skills. You will serve as a key escalation point for complex product issues involving sequencing platforms, bioinformatics workflows, software, networking, and genomics applications. Working closely with Product Management, R&D, Quality Assurance, Sales, and global support teams, you will help drive issue resolution, improve products, and deliver an exceptional customer experience., * Provide advanced second-level technical support for escalated customer issues involving hardware, software, sequencing workflows, networking, and bioinformatics analysis. * Investigate and manage complex product complaints through resolution, including troubleshooting, root cause analysis, risk assessment, and post-resolution monitoring. * Collaborate with Product Management, R&D, Quality Assurance, and internal stakeholders to prioritize and resolve critical technical issues. * Analyze support trends and recurring technical issues using CRM and reporting tools such as Salesforce (SFDC) and Tableau. * Gather and prioritize Voice of Customer (VoC) feedback to support product improvements and future development initiatives. * Support the full product lifecycle by contributing technical expertise during product development, launches, and post-market support activities. * Review and improve technical documentation, troubleshooting guides, and customer-facing support materials. * Communicate technical updates, best practices, and service bulletins to regional and global support teams. * Help prepare support organizations for new product launches through process improvements, training, and readiness activities. * Lead or contribute to projects aimed at improving global support operations, technical workflows, and customer satisfaction. ## Related Videos - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Geometric deep learning for drug discovery](https://www.wearedevelopers.com/videos/264-geometric-deep-learning-for-drug-discovery) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) - [Data Science, ML & AI in the Oil and Gas Industry at NDT Global - Dr. Katja Träumner](https://www.wearedevelopers.com/videos/1308-data-science-ml-ai-in-the-oil-and-gas-industry-at-ndt-global-dr-katja-traumner) - [One Pipeline, Three Regulator - SBOM Compliance for the Developer](https://www.wearedevelopers.com/videos/100169-one-pipeline-three-regulator-sbom-compliance-for-the-developer) - [The Innovation Formula: Fast Prototyping, Data Analysis, and Real User Insights](https://www.wearedevelopers.com/videos/1421-the-innovation-formula-fast-prototyping-data-analysis-and-real-user-insights) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [5 Reasons Why Attending Conferences in 2026 Matters More Than You Think](https://www.wearedevelopers.com/magazine/692-5-reasons-why-attending-conferences-in-2026-matters-more-than-you-think) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j)