Metabolon, Inc.
Technical Support Specialist
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Metabolon is seeking a motivated and technically curious Technical Support Specialist
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.
- 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&D, Product Management, Customer Success, Sales, and Professional Services to ensure customers receive effective support and recurring issues are surfaced for improvement.
- Accurately document case status, root cause, resolution, Knowledge Base use, and escalation history in Salesforce Service Cloud.
- Help identify recurring issues, documentation gaps, software defects, workflow challenges, and opportunities to improve the support model as the Verus Kits business grows.
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Qualifications
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- Bachelor’s degree in Molecular Biology, Biochemistry, Analytical Chemistry, Bioinformatics, or a related discipline. Master’s degree preferred.
- 3+ years of relevant laboratory, analytical science, technical support, customer support, bioinformatics, or life sciences software experience.
- Experience with LC-MS, metabolomics, analytical chemistry, sample preparation is required.
- Experience of bioinformatics software, or scientific data analysis platforms preferred.
- Experience supporting commercial kits, assays, laboratory software, life sciences SaaS products, or customer-facing scientific applications a plus.
- Familiarity with major LC/MS platforms (e.g., Thermo Fisher, SCIEX, Agilent, Waters) and LC/MS software (e.g., Xcalibur, MassHunter, Analyst, MassLynx) preferred.
- An interest in developing deeper expertise in the integrated Bioinformatics Platform, with the opportunity over time with potential to become a specialist for customer and internal questions.
- Strong attention to detail and ability to follow SOPs, documented procedures, and escalation paths.
- Experience creating FAQs, support documentation, troubleshooting guides, or customer training materials preferred.
- Strong written communication skills, with the ability to explain technical concepts clearly and professionally.
- Comfort supporting customers remotely via email, Teams, screen sharing, and web-based tools.
- Familiarity with Salesforce Service Cloud, CRM systems, helpdesk tools, Knowledge Base workflows, or case management processes preferred.
- Demonstrated ability to learn quickly, search documentation effectively, and apply Knowledge Base content to customer questions.
- Customer-focused, calm under pressure, and able to manage multiple open cases against defined timelines.
- Curious and willing to learn across laboratory science, mass spectrometry, software, and bioinformatics.
- Pragmatic problem solver who knows when to resolve independently and when to escalate.
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