Technical Support Scientist

Bio-Techne is seeking a Technical Support Scientist to serve as the primary technical contact for customers working with RNAscope product lines. In this onsite role in Newark, CA, you will combine scientific expertise with customer-facing support to help troubleshoot issues, deliver product training, and strengthen the team’s technical knowledge base.

Key responsibilities

• Provide application assistance, product training, and troubleshooting for ACD product lines through online chat, phone, email, and on-site visits.
• Act as the primary contact for customers when technical issues arise, while also delivering scientific consultation for research use only.
• Maintain high service quality by actively monitoring support emails and phone activity and ensuring issues are resolved in a timely and comprehensive manner.
• Log, track, and identify frequently occurring, high-impact support issues, coordinating resolution through the Salesforce CRM (Customer Relationship Management) database.
• Serve as a liaison with Sales, Marketing, and R&D to provide feedback on product performance.
• Contribute to the ongoing development of the technical support team’s knowledge database.

Required qualifications

• PhD (0+ years), MS (3+ years), or BS (5+ years) with laboratory experience focused on molecular biology, biochemistry, or a related discipline.
• Minimum 5 years of laboratory experience involving experimental design and cell and molecular techniques.
• Preference for experience in pathology, histology, and tissue analysis, including preparation of tissues and reagents for IHC, ISH, and imaging.
• Ability to diagnose, troubleshoot, and solve technical problems across a variety of biological assays.
• Excellent customer-facing communication skills, including strong presentation and teaching abilities, with an emphasis on professionalism and teamwork.
• Experience in technical or application support is a plus.

Technologies

• Salesforce CRM (Customer Relationship Management)

Location, salary, and working conditions

• Location: Newark, CA (onsite)
• Salary range: USD 63,500 - 104,450 per year
• Travel: Ability to travel approximately 10%
• Lab work: Occasional lab work approximately 5%
• Work setting: Office environment
• Physical requirements: Ability to sit for long periods using a computer and interacting with customers through various communication channels

Benefits

• Competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield
• 401k plans
• Employee Stock Purchase Plan (ESPP)
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Dependent Care FSA
• Mentorship, promotional opportunities, training and development, and tuition reimbursement, plus internship programs and more
• Employee resource groups
• Volunteer paid time off
• Employee events and charity drives supporting a culture of caring and belonging
• Accrued leave policy with paid holidays, paid time off, and paid parental leave