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Technical Support Specialist | Germany

Plasmidsaurus· Support
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Hybrid (Germany)€48k - €60kFull-timePosted 2w ago

About the role

Technical Support Specialist location in Germany, hybrid in Cologne. Provides Tier 1-2 technical support for sequencing services to researchers and biotech/pharma customers, partnering with lab, bioinformatics, and software teams to resolve issues and improve customer experience.

Responsibilities

  • Respond to customer inquiries via email and phone in a timely and professional manner, balancing urgency and quality in your responses.
  • Provide expert technical support for sequencing services, interpreting scientific information and identifying the best path to solutions.
  • Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.
  • Monitor sequencing process outputs and troubleshoot inconsistencies to ensure high-quality results.
  • Identify and escalate complex issues to appropriate departments, collaborating with laboratory technicians, bioinformatics specialists, and software teams.
  • Maintain accurate records of customer interactions and support cases in the CRM system.
  • Provide feedback to improve workflows, documentation, and overall customer experience.

Qualifications

  • Bachelor’s degree in Biology, Genetics, Molecular Biology, or 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, ensuring timely updates without sacrificing quality of solutions or responses
  • Strong written and verbal communication and customer service skills
  • A proactive, solutions-oriented mindset and ability to work independently and collaboratively in a fast-paced startup environment.

Skills

Required:Customer support experienceBiology backgroundTechnical troubleshooting
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Plasmidsaurus

Sequence Everything

Sequence everything.

RNA-SeqPlasmidsAmpliconsGenomesAAVMicrobiomeCustom
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