Technical Support Specialist

Plasmidsaurus

. Serve as the first point of contact for customers .

Posted 10/2/2026full-timeCologne • GermanyMid-LevelSenior💰 €48,000 - €60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Tier 1-2 technical support for sequencing services, with a strong foundation in Biology, Genetics, or Molecular Biology. Capable of effectively communicating scientific information and collaborating with cross-functional teams to enhance customer experience.

Highest-signal resume keywords

DNA SequencingGenomicsMolecular Biology TechniquesCustomer Service SkillsBioinformatics Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportInquiry ResolutionTroubleshootingData AnalysisTraining Documentation Development

Soft Skills

Critical ThinkingProblem-SolvingCommunicationCollaborationTask Prioritization

Tools & Technologies

Service HubZendeskService CloudCRM Systems

Industry Keywords

BiotechMedtechHealthtechNGS Data AnalysisStartup Experience

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as the first point of contact for customers
Deliver fast, consistent, and empathetic Tier 1-2 technical support to scientists in academic and research labs and biotech and pharmaceutical companies
Respond to customer inquiries via email and phone in a timely and professional manner
Provide technical support for sequencing services
Interpret scientific information communicated by customers and identify their needs and appropriate solutions
Use internal systems to ensure rapid and precise inquiry resolution
Monitor sequencing process outputs and troubleshoot inconsistencies
Identify and escalate complex issues to appropriate departments
Collaborate with laboratory technicians, bioinformatics specialists, and software teams
Maintain accurate customer interaction and support case records in the CRM system
Provide feedback to improve workflows, documentation, and customer experience
Own tickets from first reply through resolution and keep customers updated
Identify recurring questions and build guides, FAQs, or workflow fixes
Bring customer pain points to lab, product, and software teams
Help train new specialists

Requirements

What you’ll need

A Bachelor’s degree in Biology, Genetics, Molecular Biology, or a related field
Experience in DNA sequencing, genomics, or molecular biology techniques
Some experience interacting with customers or users, ideally fielding high volume requests as the first point of contact
Strong critical thinking and problem-solving skills and excellent analytical capabilities
Ability to prioritize tasks and communicate efficiently
Strong written and verbal communication and customer service skills
Ability to work independently and collaboratively in a fast-paced startup environment
Familiarity with bioinformatics tools and NGS data analysis is advantageous
Systems thinking approach is advantageous
Experience developing training documentation is advantageous
Direct startup experience in Biotech, Medtech, or Healthtech is advantageous
Experience with Service Hub, Zendesk, or Service Cloud is advantageous
Location in Cologne, Germany
Availability to work hybrid in office on Monday, Wednesday, and Friday
Ability to work 9:00am to 5:00pm or 10:00am to 6:00pm CEST
Infrequent, occasional weekend coverage
Legal authorization to work in Germany

Benefits

Comp & perks

Hybrid work arrangement
Flexible working hours: 9:00am to 5:00pm or 10:00am to 6:00pm CEST
Occasional weekend coverage arrangement
Inclusive environment
Interview accommodations available upon request