About this role
This role provides high-tier technical support primarily to the technical Services team. The role requires resolving escalated complaint cases on a variety of ONT products; diagnosing and troubleshooting complex end-to-end solutions from library prep to data analysis; working closely with internal teams and stakeholders to bring forth customer-driven feedback and improvements to products; triggering of Quality investigations; acting as a technical resource center for front-line support; and assisting with the roll-out of new products.