At a Glance
- Tasks: Provide top-notch technical support for innovative metabolomics profiling kits.
- Company: Join Metabolon, a leader in cutting-edge scientific solutions.
- Benefits: Work remotely with competitive pay and opportunities for growth.
- Other info: Dynamic role with a focus on collaboration and customer satisfaction.
- Why this job: Be the go-to expert helping customers unlock the power of data.
- Qualifications: Tech-savvy individuals with a passion for problem-solving.
The predicted salary is between 31500 - 38500 £ per year.
Metabolon is seeking a motivated and technically curious Technical Support Specialist to join a newly created post-sales technical support team supporting customers of Metabolon’s Verus LC/MS-based metabolomics profiling kits.
The Technical Support Specialist will report to the Strategic Product Solutions Director and serve as the primary contact for customers requiring assistance with kit usage, instrument compatibility, troubleshooting, and data analysis and provide customers with a dedicated, responsive, and consistent technical support experience.
This position will work remotely while supporting European territory.
Ideal candidate location will be in UK or Germany.
Responsibilities Serve as a first-line technical support contact for Verus Metabolomics Profiling Kit customers, including Kit Lab Partners who run Verus Kits in their own laboratories and Research Data Users who access and interpret resulting data through the Integrated Bioinformatics Platform (IBP).
Support routine questions related to kit use, sample preparation, reagent handling, workflow stages, instrument setup, kit barcodes, manifests, QC review, and project publication.
Triage common LC-MS, wet-lab, software, access, permissions, SSO/MFA, UI navigation, and role-based access issues using approved documentation and procedures.
Monitor, triage, prioritize, own, and resolve support cases submitted through Salesforce Service Cloud, support email, and customer-facing webforms.
Experience working with or analysing omics data is preferred, but not required.
Provide clear written responses that confirm the customer issue, explain next steps, and guide customers toward resolution.
Support Research Data Users with routine access, navigation, data analysis, visualization, and interpretation workflows in the Integrated Bioinformatics Platform.
Use, maintain, and draft Knowledge Base articles to answer common customer questions consistently and efficiently.
Escalate complex wet-lab, mass spectrometry, IT, software, quality, or product issues to the appropriate internal team while maintaining a professional customer experience.
Collaborate closely with Field Application Support, IT, Software Development, R
Technical Support Specialist employer: Metabolon, Inc.
Metabolon, Inc. is an excellent employer that fosters a collaborative and innovative work culture, where employees are empowered to grow and excel in their careers. With a focus on professional development and a commitment to employee well-being, you will have the opportunity to work alongside industry experts while travelling across the UK and Europe, making a meaningful impact in the field of bioanalytical solutions.
