Job Summary:
The Technical Support Scientist serves as a key scientific and technical resource supporting Bionano’s customers and internal teams. This role combines remote technical support with field-facing responsibilities, including customer training, application support, and collaboration with sales and field teams. The idóneo candidate will leverage deep expertise in genomics and molecular biology workflows to troubleshoot, educate, and enable customers to successfully adopt Bionano technologies while driving high levels of customer satisfaction and product utilization.

Primary Duties and Responsibilities:
Technical Support:
- Respond to and triage incoming customer inquiries (phone, email, virtual) with appropriate prioritization and urgency.
- Diagnose and resolve technical issues related to Bionano instrumentation, consumables, software, and workflows.
- Provide consultative scientific guidance on experimental design, workflow optimization, and product use.
- Escalate complex technical issues to Field Applications, Field Service Engineering, or R&D; as needed,



ensuring timely resolution and follow-up.
- Document all customer interactions, complaints, and resolutions accurately in CRM/complaint tracking systems.
- Analyze support trends and customer feedback to identify recurring issues and recommend product/process improvements.
- Review and contribute to technical documentation including protocols, user guides, application notes, and training materials.
- Collaborate cross-functionally with R&D;, Product Management, Quality, and Sales to improve product performance and customer experience.

Field Support:
- Provide remote and occasional on-site support for customer onboarding, training, troubleshooting, and workflow implementation.
- Support pre-sales and post-sales activities, including evaluations, assay optimization, and data interpretation.
- Assist with new instrument installation, maintenance, training, validation, and early-stage customer adoption.
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📌 Technical Support Scientist (España)
🏢 BioNano
📍 España