Technical Support Specialist - Chemistry II (ADX-277-20) at ArcherDX

| Greater Boulder Area
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Technical Support Scientist - Chemistry I (ADX-277-20)
 

THE COMPANY: ArcherDX, Inc. - www.ArcherDX.com

 

ArcherDX is advancing molecular diagnostics with a robust technology platform for genetic mutation detection by next-generation sequencing. By combining patented Anchored Multiplex PCR (AMP™) chemistry in an easy-to-use, lyophilized format and powerful bioinformatics software, the Archer® platform enhance genetic mutation identification. ArcherDX provides oncology-focused research products and is pursuing regulatory approval for multiple companion diagnostic assays. ArcherDX is headquartered in Boulder, Colorado. Learn more at www.archerdx.com and follow @ArcherDXInc on Twitter, Facebook and LinkedIn. 

 
POSITION SUMMARY:
 
The Technical Support Scientist provides technical support on ArcherDX products from Archer headquarters in Boulder, CO. This individual will collect feedback and voice of the customer and share with the technical support scientist-level II to improve products. This individual will assist in coordinating activities for special programs as needed. 
 
RESPONSIBILITIES:
 
Job performance will involve a variety of activities including:
  • Triage and answer technical support communications sent to Archer, and document the communications.
  • Resolve customer escalations effectively.
  • Conduct pre-sales presentations by web conference as needed.
  • Assist with the preparation of training and support collateral.
  • Collect feedback and voice of the customer and share with Technical Support Scientist-level 2 to improve products
  • Identify, characterize and report software bugs to software team
  • Acquire and maintain theoretical and practical knowledge of targeted sequencing methodologies for use in research and clinical based applications.
  • Track, record and document relevant information in CRM related to all technical inquiries from customers. Document complaints and work within the organization to record and resolve these issues.
  • Review, understanding, and compliance with ArcherDX HIPAA Security policies and procedures.
  • Safeguarding the privacy and security of protected health information and European Union personal data.
  • Processing and handling of European Union personal data only as directed by ArcherDX for purposes of personalized molecular pathology.
 
EXPERIENCE:
  • This individual will be familiar with next generation DNA sequencing on Illumina or Ion Torrent platforms.
  • Skills required include: technical support, technical training, public speaking, quantifying nucleic acid, qPCR, running Illumina or Ion Torrent instrumentation, NGS sequencing and data analysis.
  • Customer facing experience beneficial
  • Understanding of NGS bioinformatics
 
KEY ATTRIBUTES:
  • Strong Molecular Biology Applications background
  • Ability to carefully analyze NGS data in a troubleshooting context
  • Positive external and internal relationship-management skills
  • Demonstrated ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the scientific community.
  • Demonstrated ability to write reports that conform to prescribed style and format.
  • Demonstrated ability to troubleshoot technical problems.
  • Demonstrated ability to read, analyze, and interpret common scientific and technical journals
  • Cancer Biology and Immunology related research experience or knowledge is useful
  • Strong communication and presentation skills
  • Proven Ability to adapt in a change oriented environment
  • Self-Driven
    • Driven to perform
    • Self-directed: needs little explicit direction
    • Able to organize and prioritize a diverse set of responsibilities to ensure execution of goals is achieved
 
EDUCATION: 
  • Knowledge and skills acquired through completion of a Bachelors’ or Masters' degree in Biology, Molecular Biology, Genetics, Biochemistry, or equivalent combination of training and experience.
 
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases

Location

Conveniently located minutes from downtown Boulder via Pearl Street or the Goose Creek Path. Easily commutable from all directions.

An Insider's view of ArcherDX

What’s the vibe like in the office?

Collaborative - when I walk through the ArcherDX office at any time of day, I can see cross-functional collaboration in action. Our team members are constantly connecting in structured and unstructured meetings to solve problems and achieve goals.

Sarah

Corporate Recruiter

How do you collaborate with other teams in the company?

Collaboration between functional groups is key to the Logistics team's success at Archer. Working closely with Sales, Manufacturing, Assay Development, Customer Support, Finance and QA allows us to provide better customer service by improving our processes, troubleshoot, brainstorm new ideas, learn from each other and share our best "dad" jokes.

Judy

Logistics Manager

How do you empower your team to be more creative?

Creativity requires a break from the routine and the screen. Here at Archer the team gets creative through walks to the food trucks, lunch runs, climbing gym sessions or a few end of the week craft brews. Some of our best algorithms were developed or refined on the climbing gym mat.

Aaron

VP of Bioinformatics and Commercial Development

How do your team's ideas influence the company's direction?

The marketing team brings in and drives the voice of our customers across the organization. Each strategic decision we make at ArcherDX is informed by a deep, customer-centric approach, where we use our insights to better understand how we can deliver an exceptional experience and aim to positively impact the lives of the patients we serve!

Ali

Director, Global Marketing

What are ArcherDX Perks + Benefits

ArcherDX Benefits Overview

ArcherDX offers a competitive and generous benefit package including:

• Medical PPO or HMO and Dental-82% of monthly premium covered by the company
• Optional vision, life, FSA, dependent care plans
• Basic AD&D, Short and Long Term disability-covered 100% by the company
• 160 hours PTO per calendar after three months of service
• 6-weeks parental leave covered 100% by the company
• 401K with company match with potential of up to $2000/year
• 2019 bonus - 5% based on company objectives (for non-commissioned employees)
• Company stock options for all employees
• Tuition Reimbursement
• Ecopass

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes work from home on occasion as needed.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
Archer sponsors family oriented events annually. This year, we had our summer picnic at the Boulder Reservoir.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Archer hosts company outings Semi-annually.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Cross functional training encouraged
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