What are the responsibilities and job description for the Senior Technical Support Specialist position at Nuclera?
Description
Nuclera is a venture-backed, founder-driven biotech company headquartered in Cambridge, UK with significant operations in Boston, USA. The company’s mission is to improve human health by making proteins accessible. We are beginning this mission through the launch of our eProtein Discovery™ platform. eProtein Discovery is a breakthrough protein expression, characterization, and purification technology, consisting of a lab-based benchtop instrument, cloud-based software and proprietary cartridges and consumables. The goal is to enable rapid protein access to life science researchers around the world.
We are looking for a Senior Technical Support Specialist to deliver world-class technical assistance, ensuring our customers achieve success with Nuclera’s innovative eProtein DiscoveryTM benchtop system. Reporting to the Head of Customer and Technical Support, the Senior Technical Support Specialist will provide advanced troubleshooting and technical guidance to customers. As a crucial team member, you'll be comfortable navigating a dynamic and fast-growing environment, embracing change as a constant. At Nuclera, our commitment to continuous improvement is unwavering.
This role offers a hybrid working model with a minimum of 3 days in the office and a maximum of 2 days working from home.
If you are a customer-focused technical expert who enjoys solving complex challenges and working with cutting-edge technology, we would love to hear from you!
About the role
- Serve as a subject matter expert on Nuclera’s eProtein Discovery system, providing advanced technical support.
- Troubleshoot and resolve hardware, software, and application-related issues, escalating complex cases to the appropriate teams.
- Communicate effectively with R&D, Engineering, and Software teams to obtain information, report issues, and contribute to product enhancements.
- Maintain accurate records of customer interactions, technical issues, and resolutions using the CRM system.
- Work closely with Technical Support colleagues in the UK, the Customer Service team, and the Field Applications Scientists (FAS) team to ensure customers receive comprehensive support.
- Assist in the development of knowledge base articles and user guides to enhance customer self-service and efficiency.
Requirements
Essential:
- Master’s degree in Molecular Biology, Biochemistry, Biotechnology, or a related field.
- Minimum 5 years of experience in a Technical Support role
- Hands on experience with protein synthesis
- Proficiency with CRM systems, Salesforce preferred, for managing customer cases and tracking issues.
- Strong troubleshooting and analytical skills, with the ability to diagnose complex technical problems efficiently.
- Excellent verbal and written communication skills, with a customer-focused approach to issue resolution.
- Ability to work in a fast-paced, cross-functional startup environment with a proactive and adaptable mindset.
Desirable:
- PhD
- Hands-on experience with microfluidics
- Technical Support experience within life science instrumentation
Benefits:
What we offer:
In addition to competitive salaries, we offer a range of benefits including:
- Incentive stock options
- A comprehensive benefits package that includes medical, dental, vision and life insurance
- Short- and long-term disability insurance
- 401(k) retirement plan
- 25-day annual holiday allowance
- Investment in professional development and learning
- Fresh fruit, tea, coffee, and snacks in the office
- Organised summer and other events for staff
