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Senior Customer and Technical Support Manager

3 weeks ago
United States
Full-time
Senior
Training Manager
Customer and Technical Support
Apply Now
Quantum-Si

Quantum-Si

Quantum-Si provides advanced benchtop solutions for single molecule protein sequencing, enabling real-time, high-resolution proteomic insights for laboratories through its innovative Next Generation Protein Sequencing platform.

Pharmaceuticals
51-250
Founded 2013
View All Jobs 4

Description

  • Own and manage the global technical support operation across all inbound channels.
  • Triage and prioritize incoming technical issues based on severity, urgency, and business impact.
  • Assign cases to appropriate internal subject matter experts and drive timely resolution.
  • Track case resolution metrics, including responsiveness, quality, and closure effectiveness.
  • Serve as the voice of the customer by providing clear communication, regular status updates, and realistic next-step timelines.
  • Identify recurring failure patterns and systemic issues across products or workflows.
  • Escalate product defects and repeat technical issues to R&D, Engineering, and Product Management with clear documentation and insights.
  • Design and deliver scalable commercial training programs in partnership with internal stakeholders.
  • Establish onboarding certification programs and ongoing refresher training for field teams.
  • Build and maintain global technical knowledge assets such as troubleshooting guides, FAQs, escalation playbooks, and field reference materials.

Requirements

  • PhD or MS in Biology, Biochemistry, Chemistry, Molecular Biology, or a related life sciences discipline.
  • 3+ years of hands-on laboratory or technical experience.
  • 3+ years in commercial, customer-facing, or field-based roles.
  • 3+ years in technical support, customer support, or technical training.
  • Deep understanding of sales and commercialization processes, such as Miller Heiman Strategic Selling or equivalent.
  • Excellent written and verbal communication, presentation, and stakeholder-management skills.
  • Ability to clearly communicate complex scientific concepts to diverse audiences.
  • Highly organized with strong attention to detail and follow-through.
  • Proven problem-solving, analytical, and critical-thinking abilities.
  • Ability to work independently while collaborating effectively across cross-functional teams.
  • Ability to travel up to 15%.

Benefits

  • Estimated base salary range of $135,000 to $160,000 in the United States.
  • Discretionary bonus program for full-time employees.
  • Equity as part of the compensation package.
  • Confidential handling of candidate information according to EEO guidelines.
  • Equal opportunity employer status with E-Verify participation.

Interested in this position?

Apply directly on the company website

Apply Now

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