Technical Support Scientist
Nabsys is advancing genomics with a clear focus on accessibility and innovation through its proprietary electronic genome mapping (EGM) technology. Implemented on the OhmX Platform™, EGM integrates precision electronics, nanofluidics, and computational biology to deliver high-resolution insight into genome structure. This approach expands what’s possible in cytogenetics, molecular genetics, and cell and gene therapy research, while providing comprehensive structural variation analysis to laboratories of all sizes. The company was founded in 2005 and is based in Providence, Rhode Island. For more information, visit www.nabsys.com.
Title: Technical Support Scientist, Customer Success Team
Nature of Role: The Technical Support Scientist (TSS) is a hands-on scientific role on the Customer Success Team, which includes Field Support Scientists (FAS), Software Support Scientists (SAS), and Technical Support. Based at our Providence headquarters and reporting to the Technical Support Lead, the TSS provides technical support for issues involving instrumentation, assays, workflows, and sample or instrument performance. The role also contributes to the Technical Support Reference Library, the internal knowledge base for support workflows and escalation guidance and helps build training programs that enable field teams and customers to consistently generate high-quality data on the platform. Working closely with the Technical Support Lead, the TSS helps strengthen the Technical Support function and channels customer feedback to Product Development and R&D. As the team grows, this role offers meaningful opportunities for advancement within Technical Support.
Technical Troubleshooting and Escalation
- Serve as an in-house responder for instrument error codes and run-level QC flags; guide customers and FAS through corrective actions and escalate to Field Service Engineers (FSE) when on-site intervention is required
- Diagnose assay and workflow failures encountered during customer onboarding and routine operation, and recommend corrective actions to restore performance
- Advise on best practices for challenging sample types and support root-cause analysis of sample and instrument performance issues; route cases involving secondary analytics or downstream data interpretation to the SAS team, which owns further escalation to the internal software team as needed
- Support root-cause investigation of recurring run-level QC flags and instrument errors, spanning instrument controller software, consumables, chemistry, and hardware; document findings to inform future case resolution
- Support the FAS escalation pipeline: receive cases and projects routed by the Technical Support Lead, perform hands-on diagnostic and bench work to address off-protocol questions (e.g., novel sample preparations, alternate workflows, unusual sample types), and generate written technical findings to support future case resolution
- Surface unresolved issues to the Technical Support Lead, who serves as the gate for escalation to internal teams (Engineering, TechDev, R&D)
- Support remote scientific guidance for strategic customer sites alongside the Technical Support Lead, including assistance with complex cases and engagement during critical milestones
- Provide technical support for strategic customer sites participating in beta and early-access programs for new reagents, assays, and instrument features
- Channel structured feedback from cases, beta/early-access engagements, and recurring failure modes into Product Development and R&D, including feature requests and product weaknesses
Training and Enablement
- Deliver portions of the FAS training program at Providence for new FAS team members; contribute to supplemental customer training sessions as operational needs arise
- Contribute to the "Train the Trainer" program for distributors and co-lead sessions in Providence or online as needed
Documentation and Process Improvement
- Contribute to the buildout of the Technical Support Reference Library, with a focus on instrumentation, wet bench workflows, raw data performance, and escalation protocols
- Draft and update knowledge base articles, SOPs, and case write-ups based on resolved cases and recurring failure modes
- Maintain documentation standards and SOP compliance, ensuring accurate and timely case entry and closure in the CRM, aligning with the Technical Support Reference Library as it matures
- As time permits, contribute to internal proof-of-concept work and exploration of new Supports or sample types
Requirements:
- Relevant scientific degree required: PhD preferred, or MS with 3+ years, or BS with 5+ years of relevant experience in genomics, molecular biology, or a related discipline. For all degree paths, hands-on technical support, Supports, or industry experience is required.
- Demonstrated experience in technical support, field support, supports science, or a customer-facing scientific role, including practical troubleshooting of scientific workflows in an industry or customer-support setting
- Strong troubleshooting skills spanning instrumentation, wet lab workflows, and sample/instrument performance assessment
- Proven ability to translate complex scientific knowledge into clear, comprehensive technical documentation and knowledge base content
- Experience contributing to technical projects, documentation initiatives, or cross-functional workstreams under technical direction
- Familiarity with CRM systems and structured case documentation
- Strong communication skills across internal teams and external customers
- Experience developing training materials and delivering technical training
Preferred
- Experience with NGS technologies and library preparation workflows
- Exposure to long-read NGS, genome mapping, or cytogenetic technologies
- Experience in CLIA or regulated laboratory environment
Location and Travel
- Onsite position based at Nabsys Headquarters in Providence, RI. Minimal travel (<10%) for occasional customer visits, training events, and conferences
