Technical Support Lead

CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services, and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients.

We're seeking a Senior Technical Support Specialist with deep expertise in HLA and transplant diagnostics experience. As a Senior Technical Support Specialist, you'll be the go-to expert for our cutting-edge lab products-leading technical validation, troubleshooting, and training for both internal teams and external partners.

In this high-impact role, you'll collaborate closely with the commercial team to support product adoption and customer success. Your 5+ years of hands-on HLA lab experience and strong command of molecular biology techniques will empower you to solve complex challenges, interpret critical data, and elevate the customer experience.

If you're passionate about advancing transplant care and thrive in a fast-paced, collaborative environment, this is your opportunity to make a difference-while working with a company at the forefront of precision diagnostics.

Key Responsibilities

Technical Support, Troubleshooting, and Documentation:

• Provide technical expertise, training and support for all CareDx Lab Products applications and software
• Provide guidance and troubleshooting on assays and software for CareDx products and Illumina sequencers
• Perform testing on customer samples during investigations
• Determine a course of action based on regulatory guidelines
• Modify processes and methods as required
• Clearly document all steps to resolution of customer enquiries and complaints
• Identify and implement improvements in processes, FAQs, and technical information
• Apply company policies and procedures to resolve a variety of issues
• Provide standard professional guidance and collaborate to resolve mutual problems
• Work autonomously and receive little instruction on day-to-day work/new assignments
• Exercise judgment within defined procedures and practices to determine appropriate action

Customer Engagement

• Travel to customer sites to provide technical support and training as needed.
• Train field team on all new products and software versions
• Manage and track Customer Notification distribution
• Host webinars and provide web-based training
• Travel to national/regional meetings and workshops as required
• Prepare and present impactful company presentations in a professional manner

Collaboration and Continuous Improvement

• Work effectively with cross-functional teams, including research, development, QA/RA and sales
• Assist Software Development team with user requirements and test cases for software validation and verification
• Perform end user testing on all software versions in development
• Assist Ops with Lot QC as needed
• Build productive working relationships internally and externally
• Maintain daily communication with the technical support department, QC department and R&D departments in all locations to voice customer concerns with products and/or software

Qualifications and Experience

Required:

• Bachelor's degree with minimum of 8 years of related experience
• HLA laboratory experience plus 5 years serving the transplant field as a Field Application Specialist, Technical Support, or commercial, technically-focused role routinely interacting with end-users
• CHT/CHS certification strongly preferred
• Have practical experience in HLA laboratory and molecular biology methods like nucleic acid purification, quantification, amplification, and sequencing
• Possess a deep understanding of CareDx products, molecular biology principles, techniques and applications
• Understand histocompatibility lab processes, regulations and requirements in all countries we have business
• Excellent communication and detailed follow-up skills
• Must be self-motivated and able to perform tasks and achieve goals with minimum supervision and direction
• The successful candidate will display the following qualities: competent, friendly, self-confident, able to form strong customer relationships, highly ethical

Remote: US only roles

The anticipated base salary range in the United States is $100,000 to $125,000. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and length of experience within the job, type and length of experience within the industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. CareDx is a multi-state employer, and this salary range may not reflect positions that work in other states.

Additional Details:

Every individual at CareDx has a direct impact on our collective mission to improve the lives of organ transplant patients worldwide. We believe in taking great care of our people, so they take even greater care of our patients.

Our competitive Total Rewards package includes:

• Competitive base salary and incentive compensation
• Health and welfare benefits including a gym reimbursement program
• 401(k) savings plan match
• Employee Stock Purchase Plan
• Pre-tax commuter benefits
• And more!
• Please refer to our page to view detailed benefits at https://caredx.com/company/careers/

In addition, we have a Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow.

With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it's an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together.

CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program.

By proceeding with our application and submitting your information, you acknowledge that you have read our U.S. Personnel Privacy Notice and consent to receive email communication from CareDx.

******** We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

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