Senior Global Product Support Scientist 

The Senior Global Product Support Scientist at 10X Genomics is responsible for providing expert product support to both customers and regional teams. This includes resolving complex technical issues, enhancing service and support procedures, and actively participating in product sustaining teams. The role also requires the analysis of customer feedback to drive improvements in product performance and reliability.

Candidates for the Senior Global Product Support Scientist role at 10X Genomics should hold a BA/BS with a minimum of 7 years of experience or an MS or PhD with 5-7 years in relevant scientific disciplines. Proven experience in product support for laboratory products, strong analytical skills, and excellent communication abilities are highly valued.

In the role of Senior Global Product Support Scientist, you significantly contribute to customer satisfaction by ensuring timely and effective resolution of escalated technical support cases. Your advocacy for regional team needs, and participation in continuous improvement efforts, help enhance the overall customer experience with 10X products.

Preferred candidates for the Senior Global Product Support Scientist position at 10X Genomics should have experience with laboratory instrumentation and applications, along with expertise in healthcare technology. Hands-on experience with Illumina sequencing and familiarity with SaaS support platforms like Salesforce and Zendesk are also desirable.

The pay range for the Senior Global Product Support Scientist position at 10X Genomics spans from $125,000 to $169,000, depending on various factors including experience, skills, and qualifications. In addition to competitive pay, employees benefit from a comprehensive compensation package that encompasses equity grants and health benefits.

In responses, focus on specific instances where you've successfully managed technical issues, detail the types of products you supported, and emphasize your analytical skills in resolving escalations.

Emphasize your communication strategies, such as regular updates, clear documentation, and how you adapt your communication style to suit different audiences, ensuring everyone stays informed and supported.

Share specific methodologies you utilize, such as the 5 Whys or fishbone diagrams, and provide examples of how you've successfully applied these methods to uncover underlying issues in past roles.

Outline the complexity of the issue, the steps you took to investigate it, how you collaborated with others, and ultimately how your actions led to a resolution and customer satisfaction.

Discuss your training approach, perhaps sharing an example of a training program you developed or delivered, highlighting methods that ensured knowledge transfer and engagement.

Discuss your previous involvement in product lifecycle phases, how you’ve contributed to product quality during each stage, and any relevant methodologies you've incorporated.

Explain your strategies for staying updated, such as attending webinars, networking with peers, or taking courses, emphasizing a proactive commitment to professional development.

Mention specific platforms you've worked with, detailing your experience with troubleshooting, case management, and how these tools have facilitated your support efforts.

Provide a specific example, emphasizing your role in the collaboration, the goals of the project, and the positive outcomes that resulted from your teamwork.

Talk about key performance indicators you track, customer feedback methods, and how you use these metrics to drive continuous improvement across support services.