About the role
The Senior Customer and Technical Support Manager plays a critical role in enabling commercial success by delivering exceptional technical support, scalable training programs, and a consistent, high‑quality customer experience. This role partners with Commercial, Product Management, R&D, and Engineering teams to ensure rapid issue resolution, strong field readiness, and continuous feedback into product development.
This position is ideal for a scientifically trained professional who thrives at the intersection of technology, customers, and commercial execution.
As part of our team, your core responsibilities will be:
Technical Support Leadership
- 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.
- Act as the voice of the customer by ensuring 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.
Commercial Training & Enablement
- Design and deliver scalable commercial training programs in partnership with key internal stakeholders.
- Establish onboarding certification programs and ongoing refresher training for field teams.
- Continuously assess training needs by monitoring field performance, customer feedback, and support trends.
- Drive initiatives that improve sales effectiveness, technical confidence, and launch readiness.
- Ensure training content remains current with product updates and commercial strategy.
- Develop diverse training formats, including slide decks, video modules, and customer‑ready technical materials translated into practical training language.
- Maintain a constant state of “launch readiness” for the commercial organization.
Knowledge Management & Customer Success
- Build and maintain global technical knowledge assets, including troubleshooting guides, FAQs, escalation playbooks, and field reference materials.
- Standardize and centralize technical content to ensure accessibility and consistency across regions.
- Identify knowledge and training gaps and proactively feed insights back to Product Management and Commercial leadership.
Qualifications
Baseline skills/experiences/attributes:
- PhD or MS in Biology, Biochemistry, Chemistry, Molecular Biology, or a related life sciences discipline.
- Strong curiosity and desire to learn new technologies and applications.
- 3+ years of hands‑on laboratory or technical experience.
02 Aplyr's read
Quantum-Si is pioneering next-generation protein sequencing technology, attracting professionals passionate about revolutionizing life sciences and biotechnology.
What's promising
- •Quantum-Si's technology aims to transform protein sequencing, a critical advancement in biological research.
- •The company is backed by strong leadership with experience in biotechnology and life sciences.
- •Recent funding rounds indicate strong investor confidence in Quantum-Si's potential.
What to watch
- •Quantum-Si operates in a highly competitive and rapidly evolving biotech market.
- •The company's success hinges on the commercialization of its technology, which is still in development.
- •Limited public information about the company's long-term financial sustainability.
Why Quantum-Si
- •Quantum-Si focuses on single-molecule protein sequencing, a novel approach in the industry.
- •The company integrates semiconductor technology with life sciences, offering a unique interdisciplinary work environment.
- •Quantum-Si's platform promises to provide unprecedented insights into proteomics, setting it apart from traditional methods.
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