Product Support Scientist - AMR West Coast

Job 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. Key Responsibilities: - 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 priorit...