Technical Support Manager

By joining 10X Genomics, you can become an integral part of helping enable our customers to expand the ways they explore, discover, process and innovate in the field of genomics.

Reporting to the Sr Director of AMR Support, the Technical Support Manager directly manages the Technical Support Specialists in their support of 10X products and applications. This is a player/coach role where significant support contribution will be expected. The successful candidate will be comfortable with all technical aspects of 10x technology and able to communicate with our customers in a detailed way about our product as well as about their research. This role entails providing technical advice and troubleshooting assistance to both our Field Applications Team and Customers, focusing on sample preparation and run quality analysis. As the leader of the Technical Support Team you will also execute the development and improvement of key commercial processes to ensure that 10x provides its customers with world class technical support. Finally, in this role, you will be expected to be clear, experienced, and a prepared advocate for Field Support and our Customers in the product development process. 

What you will be doing: 

Lead and Mentor:

  • Managing, developing, and mentoring the Technical Support team to be best in class.
  • Recruitment and screening of candidates for the Technical Support team and broader Global Support group.
  • Mentoring and guiding the on-boarding and training of new Technical Support team members. 
  • Guiding the scheduling of the Technical Support team. Resolving schedule conflicts, and ensuring timely customer support.

Strategic Support Leadership: 

  • Participating in the Support leadership team providing feedback on support strategies and planning.
  • Keeping the Technical Support team members apprised of the support strategy and activities.
  • Being the process excellence leader driving efficiency.
  • Identifying process waste and working cross-functionally to close gaps leading to increased labor productivity.

Customer-Centric Advocacy and cross-functional team collaboration:

  • Distilling, quantifying, and actively representing customer’s feedback to 10x internal teams.
  • Managing escalations activities ensuring timely resolution, organizational learning and customer satisfaction.
  • Logging and managing customer feedback using 10x's case tracking database, SFDC experience preferred.

Performance Metrics & Reporting:

  • Auditing timely and accuracy of data capture for reporting purposes.
  • Leveraging data to drive efficiency and identifying trends.
  • Participating in internal reporting on support issues, root causes and trends analysis.

Supporting our customers:

  • Answering, evaluating, and prioritizing incoming requests for assistance from customers.
  • Handling routine and complex problems  (problem recognition, research, resolution, and follow-up).
  • Providing technical guidance regarding the choice and use of the appropriate 10x product to existing and prospective customers.

Minimum Requirements: 

  • Ph.D. or equivalent experience preferred; BA/BS with 5 years of experience, MS with 3 years of experience in Chemistry, Biochemistry, Molecular Biology or Genetics considered.
  • 3+ years experience in managerial experience, leading a team within life sciences and/or biotech industries.
  • General knowledge of genomics, biochemistry, single cell and spatial.
  • Ability to work independently and as part of a cross-functional team towards corporate goals.
  • Excellent organizational, analytical, and systematic troubleshooting skills.
  • Outstanding written and verbal communication and training skills. 
  • Clear vision of and commitment to providing outstanding customer service.
  • Willing to travel up to 20%.

Preferred Qualifications:

  • 4-6 years Technical Support or Field Application Support experience.
  • Hands on Illumina sequencing library preparation and troubleshooting are highly desirable.
  • Cell culture, cell sorting, and single cell PCR or RNASeq experience are desirable.
  • Familiarity with SFDC, Zendesk software. 
  • Six Sigma, LEAN

*Open to remote (West Coast based) 

 

Below is the base pay range for this full-time position.  The actual base pay will depend on several factors unique to each candidate, including one’s skills, qualifications, and experience.  At 10x, base pay is also just one component of the Company’s total compensation package.  This role is also eligible for 10x’s equity grants, its comprehensive health and retirement benefit programs, and its annual bonus program or sales incentive program. During the hiring process, your 10x recruiter can share more about the Company’s total compensation package.

Pay Range
$133,000—$179,000 USD

About 10x Genomics

At 10x Genomics, accelerating our understanding of biology is more than a mission for us. It is a commitment. This is the century of biology, and the breakthroughs we make now have the potential to change the world.

We enable scientists to advance their research, allowing them to address scientific questions they did not even know they could ask. Our tools have enabled fundamental discoveries across biology including cancer, immunology, and neuroscience.

Our teams are empowered and encouraged to follow their passions, pursue new ideas, and perform at their best in an inclusive and dynamic environment. We know that behind every scientific breakthrough, there is a deep infrastructure of talented people driving the life sciences industry and making it possible for scientists and clinicians to make new strides. We are dedicated to finding the very best person for every aspect of our work because the innovations and discoveries that we enable together will lead to better technologies, better treatments, and a better future. Find out how you can make a 10x difference. 

Individuals seeking employment at 10x Genomics are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, or any other characteristic protected by applicable law.

10x does not accept unsolicited applicants submitted by third-party recruiters or agencies. Any resume or application submitted to 10x without a vendor agreement in place will be considered unsolicited and property of 10x, and 10x will not pay a placement fee.

LI Image    Twitter Icon

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in 10x Genomics’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.