Technical Support Specialist | Germany

Responsibilities

• Respond to customer inquiries via email and phone in a timely and professional manner, balancing urgency and quality in your responses.
• Provide expert technical support for our sequencing services, quickly interpreting scientific information communicated by customers, and identifying their needs and the best path to solutions for their requests.
• Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.
• Monitor sequencing process outputs and troubleshoot inconsistencies to ensure high-quality results.
• Identify and escalate complex issues to the appropriate departments, collaborating directly with our laboratory technicians, bioinformatics specialists, and software teams.
• Maintain accurate records of customer interactions and support cases in our CRM system.
• Provide feedback to improve workflows, documentation, and overall customer experience.

Requirements

• A Bachelor’s degree in Biology, Genetics, Molecular Biology, or a related field
• Experience in DNA sequencing, genomics, or molecular biology techniques
• Some experience interacting with customers or users, ideally fielding high volume requests as the first point of contact
• Strong critical thinking and problem-solving skills and excellent analytical capabilities
• An ability to prioritize tasks and communicate efficiently, ensuring timely updates without sacrificing quality of solutions or responses
• Strong written and verbal communication and customer service skills
• A proactive, solutions-oriented mindset and the ability to work both independently and collaboratively in a fast-paced startup environment.

About the role

Plasmidsaurus’s Technical Support Specialists serve as the first point of contact for our customers, delivering fast, consistent, and empathetic Tier 1-2 technical support to scientists in academic and research labs, and at biotech and pharmaceutical companies of all sizes. This position is a great fit for those with a background in biomedical sciences who are passionate about helping researchers succeed and thrive at solving problems. You will play a critical role in supporting our customers, and will help with any challenges, from troubleshooting technical issues, and monitoring sequencing processes to maintaining the highest quality and record keeping standards.

You should bring

It’s excellent, but not required, if you also have:

Familiarity with bioinformatics tools and NGS data analysis

• A systems thinking approach, looking beyond isolated issues to improve workflows, prevent recurring problems, and enhance the overall user experience
• Contributed to the development of training documentation

Direct startup experience in Biotech, Medtech, or Healthtech

• Experience with ticketing services like Service Hub, Zendesk, or Service Cloud
• Location & Working Hours

Location

Cologne, Germany- hybrid in office on Monday, Wednesday, and Friday

Working hours

• 9:00am to 5:00pm or 10:00am to 6:00pm CEST
• Infrequent, occasional weekend coverage

Ways of Working

Own.

Every ticket is yours from first reply to resolution, even when the fix sits with our lab, bioinformatics, or software teams. You keep customers updated and don’t need to be chased.

Build.

When the same question keeps coming in, you look past the ticket to the root cause and build the guide, FAQ, or workflow fix so the next scientist never has to ask.

Move.

Scientists are waiting on answers to plan their next experiment. You respond fast, make the call, and would rather send a clear answer today than a perfect one tomorrow.

Participate.

You hear customer pain points before anyone else, so you bring them to the lab, product, and software teams early and push for changes, even when a process belongs to another team.

Inspire.

Every interaction shapes how scientists see Plasmidsaurus. You set the bar for great support and help train the specialists who join after you.

Interviews will be in English. We kindly ask that you submit your resume in English, as well.

We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will thrive with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, please let us know at careers@plasmidsaurus.com.