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Description

The Technical Applications Scientist is a remote, customer-facing scientist who provides first-line technical and troubleshooting support for MaxCyte’s Scalable Transfection Systems across multiple application areas—including cell therapy, protein production/expression, genome editing, bioproduction, and discovery research in Pharma, Biotech, Academia, and Government accounts.

Operating primarily via video conference, phone, and email, this role resolves customer cases, delivers protocol guidance, analyzes data, and coordinates with Field Applications Scientists (FAS), Field Service Engineers (FSE), Product Management, Customer Support, and Sales to ensure rapid, high-quality outcomes.

The Technical Applications Scientist maintains fluency across MaxCyte’s products and services, guiding customers to the right solutions and owning cross-functional coordination until the issue is fully resolved. This role serves as the front line for the Ask an Expert phone line and email channel, providing timely, accurate responses and exceptional customer experience.

Preferred Locations: UK

Frontline Support (Remote): Own inbound requests end-to-end (case creation ? diagnosis ? resolution). Provide protocol guidance across pre- and post-electroporation; answer scientific/technical inquiries; analyze customer data and recommend next steps.

Applications & Troubleshooting:

• Optimize pre- and post-transfection parameters and workflows to improve viability, expression/editing efficiency, and reproducibility across diverse cell types (primary, immortalized, suspension/adherent) and payloads (mRNA, plasmid, RNP, protein).
• Integrate MaxCyte technology and SeQure Services into customer workflows; diagnose issues and recommend solutions.
• Analyze customer data and recommend next steps; guide scale-up and tech transfer to manufacturing-relevant workflows.
• Provide scientific consultation on cell models (e.g., primary/T cells), payloads (RNP, mRNA, plasmid), delivery parameters, and post-edit workflows.

Triage & Escalation: Reproduce issues where possible and escalate to FAS/Service/R&D with clear hypotheses, logs, and requested experiments; manage timely updates to customers.

Customer Enablement: Deliver virtual trainings/office hours; create SOPs, quick-start guides, and troubleshooting checklists; contribute to a searchable knowledge base.

Voice of Customer: Capture recurring issues, competitive signals, and emerging use cases; fed insights to Product/Marketing for roadmap and content improvements.

Continuous Improvement: Propose fixes to processes/content; contribute to remote diagnostics and self-service resources that reduce time-to-resolution.

Communication & Enablement:

• Occasionally present technical and product content at conferences, seminars/webinars, and customer visits.
• Contribute to application notes, posters, and scientific/marketing materials.
• Share technical updates internally and contribute to team/department meetings.

Documentation & Follow-Through:

• Maintain accurate CRM/case notes, attachments, and outcomes; meet SLAs for first response and time-to-resolution
• Record interactions, experimental designs, results, and outcomes in CRM; ensure timely follow-up and resolution to maintain high customer satisfaction

Requirements

• MS or PhD in bioengineering, cell biology, molecular biology, biochemistry or related field.
• Recent, hands-on mammalian cell culture experience (primary and/or T cells a plus) and 3+ years in one or more: transfection/electroporation, genome editing (e.g., CRISPR/Cas9), protein/viral expression, cell therapy/process development, or high-throughput cell-based workflows. Practical knowledge of on-/off-target assessment workflows and analytics is a strong plus.
• Strong troubleshooting and experimental design; confident interpreting and communicating complex data to varied audiences.
• Customer-facing experience (FAS, applications, technical support, or similar) preferred. Robust troubleshooting skills.
• Confident communicator—able to present to scientific and executive audiences; strong writing and documentation discipline.
• Customer-centric, organized, and proactive; able to manage multiple cases concurrently and follow through to closure.
• Core competencies: Scientific rigor with a solution-oriented, hands-on mindset. Clear, audience-appropriate communication and teaching. Cross-functional collaboration (Sales, Product, Service, Marketing). Organization, ownership, and reliable follow-through.
• Familiarity with CRM/case systems (e.g., Salesforce Service Cloud, Zendesk), remote meeting platforms, and standard analysis tools, and documentation best practices.
• Entrepreneurial mindset: Proven ability to thrive in an entrepreneurial, high-growth environment, demonstrating strategic thinking, problem-solving, and self-motivation.
• Customer-centric leadership: Builds and maintains strong customer relationships, demonstrating passion for the company’s mission and solutions.
• Ability to travel up to 10% within the country, occasional conferences/customer visits outside territory.
• Work Setup: Remote with occasional onsite customer engagements; close alignment with Sales and the global FAS / FSE team.