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

| Greater Boulder Area | Hybrid
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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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Location

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

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