Scientific Support Engineer

Scientific Support Engineer

Remote - USA

 

We are looking for a biologist to join our Support team - carrying out QC / QA work for the product team as well as supporting our customer to resolve user challenges and internal team by improving the quality of Dotmatics SoftGenetics’ solutions by enhancing and performing SOPs for development of new features and bug fixes in current releases.

Working on specialized Scientific Software products across Fragment and Forensic use cases. You will work with customers to assist in use of software, identify, reproduce, report bugs to developers and application scientists; test bug fixes. This role requires performance of manual testing and reporting with the goal of moving toward developing automated testing. 

You will come from a Scientific instrumentation background and have strong experience in Next-generation sequencing (NGS) 

In this role you will get to: 

Support: 

• Resolving customer issues & challenges such as bug fixes and user challenges 
• Monitor customer feedback related to product quality.
• Assist product team responding to customers with how-tos and customer support
• Develop strategies to address recurring issues and enhance customer satisfaction. (how-to guides; knowledge database entries, resources section hubspot)

Quality Assurance and Control:

• Develop and implement quality assurance protocols and procedures.
• Identify and resolve quality issues and work with teams to implement corrective actions.
• Maintain accurate records of quality assurance and control activities.
• Draft change logs for new releases

Product Testing and Analysis:

• Design and execute product tests to evaluate performance and functionality.
• Analyze test results, identify trends, and prepare detailed reports.
• Collaborate with the product development team to recommend improvements based on testing outcomes.

Collaboration and Communication:

• Work closely with cross-functional teams, including R&D, production, and marketing, to ensure product quality and alignment with customer expectations.
• Act as the primary contact for resolving quality-related queries and issues.
• Communicate with team members on quality standards and procedures.

We are looking for people who have a bachelor’s or higher degree in Biology or related scientific field, can work autonomously with attention to detail and in a methodical nature; preferred 2-3 years experience QA testing.

The Key Skills we are looking for 

• NGS (Next Generation Sequencing)
• Instrumentation QA/QC and user support 
• QA / Testing experience
• Customer Service/Support - Ticket management & Resolution 
• Instrumentation experience 
• Experience with gitlab workflows
• Ability to create performance tests
• Understanding of test approaches to prove data integrity on release upgrades

You may also have:

• Scripting 
• Creating support and knowledge based article documentation

 

Total Rewards 

Dotmatics utilises a national market-based approach to base pay benchmarking and pay band development. The candidate's final starting pay is based on job-related skills, experience, job specific qualifications & location. In addition to base salary, Dotmatics has implemented a total rewards strategy, which is the combination of compensation, benefits and recognition. 

Other Total Rewards Offered

• Equity Compensation
• Medical, Dental, Vision, Insurance
• Health Spending Accounts
• Wellness Benefits (Mental Health Apps and Fitness Perks)  
• Company-paid Life and Disability Insurance
• 401k Retirement Plan (with 4% company match; immediate vesting)
• Flexible Time off Plan (for US exempt employees)

This is the range that we, in good faith, believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

Starting Base Pay Range

$43,324.40 - $54,155.50 USD