Senior Manager, Technical Support at Element Biosciences

San Diego, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Life SciencesIndustries

Requirements

Strong technical acumen
Proven leadership in customer-facing support organizations
Ability to scale team operations in a dynamic, high-growth environment
On-site availability at San Diego headquarters

Responsibilities

Directly manage and mentor a team of 6+ Technical Support Engineers/Applications Scientists providing frontline support to customers and distribution partners globally
Oversee daily Technical Support operations including triage, troubleshooting, escalations, and coordination with internal and external support teams
Identify development opportunities, create training plans, and support career growth and technical excellence within the team
Foster a collaborative, customer-first culture focused on ownership, accountability, and continuous improvement
Set team goals and KPIs aligned with global service objectives and monitor performance to ensure consistent delivery of high-quality customer experiences
Measure emerging field trends, identify actionable insights, and coordinate issue resolution
Coordinate escalation response for complex customer or distributor issues, ensuring timely resolution and communication
Partner with Field Service, Field Applications, Commercial Service, and Product Support teams to ensure seamless end-to-end issue resolution across workflows
Define, track, and report on key operational metrics such as response time, resolution time, and complaint rate
Manage workload distribution and resource planning to support a growing install base and expanding product portfolio
Collaborate with Commercial and Operations teams to align technical support strategies with broader customer success and retention goals
Lead initiatives to enhance technical support processes, tools, and systems to improve efficiency and customer outcomes
Champion documentation excellence and knowledge management across customer and distributor channels
Partner with R&D and Product Quality to provide structured feedback on product performance and usability
Support the design and implementation of scalable systems to handle increasing case volume, complexity, and regional diversity
Drive improvement of key service KPIs such as Mean Time to Repair (MTTR), Mean Time Between Failures (MTBF), and Customer Satisfaction (CSAT)
Partner closely with regional Field Service and Applications teams, as well as Global Service and R&D, to ensure alignment on issue resolution, escalations, and field learnings
Coordinate and contribute to the creation of customer-facing technical collateral, product documentation, and training materials for product extensions and new product introductions
Support pre-sales technical consultations and post-sales technical engagements to strengthen customer relationships
Ensure accurate and timely case documentation using CRM systems (e.g., SFDC)
Manage departmental budgets, including staffing and support

Skills

Technical Support

Team Management

Mentoring

Troubleshooting

Triage

Escalations

Process Excellence

Training

KPIs

Customer Support

Leadership

Cross-functional Collaboration

Element Biosciences

Next-generation sequencing technology provider

About Element Biosciences

Element Biosciences focuses on next-generation sequencing (NGS) technology, offering the AVITI System, a compact benchtop device that provides high-quality sequencing at a low cost of $1 per million reads. This system is designed for various clients, including academic researchers and pharmaceutical companies, and delivers industry-leading accuracy. Element Biosciences stands out by partnering with other biotech firms, like QIAGEN, to provide complete NGS workflows and by offering the 2023 AVITI for All Grant, which gives free sequencing for diverse applications. The company's goal is to make high-quality sequencing accessible and affordable to accelerate advancements in biotechnology.

San Diego, CaliforniaHeadquarters

2017Year Founded

$659.5MTotal Funding

SERIES_DCompany Stage

Biotechnology, HealthcareIndustries

201-500Employees

Benefits

100% company-paid medical, dental, & vision coverage

Flexible spending & health savings accounts

Premier mental health care

401(k) with immediately vested 4% company match

Company-paid Life and AD&D insurance

Stock option grants

Flexible time off

10 paid annual holidays

8-weeks paid parental leave

Risks

Increased competition from companies like Illumina may impact market share.

Rapid technological advancements require continuous innovation, straining resources.

High cost of AVITI24 may limit adoption among smaller research institutions.

Differentiation

Element Biosciences offers the AVITI System, a low-cost, high-quality sequencing platform.

The company's proprietary technology improves signal-to-noise ratio, enhancing sequencing data quality.

Strategic partnerships with firms like QIAGEN provide comprehensive NGS workflows for clients.

Upsides

AVITI24 platform integrates sequencing and multiomic analysis, revolutionizing cancer research.

Record growth in AVITI System installations indicates strong market demand and acceptance.

Recent executive appointments highlight commitment to leveraging AI for product optimization.

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