Product Support Specialist
About the Role
Pluto Bio is a pioneering multi-omics SaaS platform that empowers pharmaceutical companies and research organizations to transform complex biological data into actionable insights. We enable cutting-edge drug discovery by combining advanced computational biology techniques with a user-friendly, collaborative software environment.
At Pluto, we take pride in our technical innovation and outstanding execution at the intersection of:
- Software engineering
- Biology and bioinformatics
- User-centered experience and approach
At our core, Pluto is mission-focused and committed to crafting intuitive experiences from the very first day a client onboards, into long-lasting partnerships that deliver increasing value to a client each year.
Role
As a Product Support Specialist, you'll be a technical ambassador for Pluto Bio. You'll work directly with current customers to troubleshoot technical issues, resolve product questions within established SLAs, and ensure they can effectively use and navigate the platform while maintaining clear, professional communication throughout each interaction.
As a member of the Customer Experience organization, you'll also partner closely with Professional Services and Account Management to drive successful solution delivery, platform adoption, and customer satisfaction. The role also provides valuable feedback and product insight from customers to the Sales and Product teams.
A demonstrable working proficiency in translational computational biology and bioinformatics is required for this role, as you will be engaging deeply with researchers and scientific teams, each tackling unique problems in drug discovery. Pluto's primary end users are scientists, typically with limited or no coding experience, so you must excel at being able to communicate biological data analysis to a biologist audience. If interacting with clients' technical/bioinformatics/data science teams, you need to be able to articulate the high-level scientific goals and be creative and educational in coming up with solutions for a client's needs.
This is an ideal role for someone who enjoys translating complex technical ideas into real-world solutions, has a deep appreciation for scientific research, and genuinely loves connecting with people and demonstrating strong interpersonal and professional relationship-building skills.
As an early-stage startup, we believe the most important part of our company is our people. Every new team member helps shape our culture, and in this role, you'll have a direct hand in defining the standards we hold ourselves to—inside the company and with every customer we work with.
Compensation Range
$80,000 - $110,000
This salary range reflects the Company's good faith estimate of compensation for this role at the time of posting. Final compensation will be determined based on skills, experience, education, and internal equity.
Responsibilities
- Build strong relationships with our clients (scientists of varying backgrounds), becoming a trusted advisor and go-to technical resource.
- Be on call and respond promptly to incoming live chat and support email inquiries within established SLAs, delivering accurate, timely, and user-friendly solutions.
- Troubleshoot technical issues across the platform, identifying root causes and clearly documenting findings.
- Translate complex product and bioinformatics concepts into simple guidance for scientists with varying levels of technical expertise.
- Perform and validate client data imports, ensuring accuracy, completeness, and proper configuration.
- Write, update, and maintain knowledge base articles, including documentation for new features and workflow changes.
- Reproduce, document, and escalate product bugs to the Product team, providing detailed context and impact assessment.
- Manage client communications related to reported bugs, feature updates, and resolution timelines.
- Partner cross-functionally with Sales, Marketing, and Product to align on messaging, positioning, and roadmap priorities.
- Collect and share detailed customer feedback with internal teams to help drive continuous product improvement.
- Partner with Professional Services and Account Management as directed to support implementations, solution delivery, and adoption initiatives.
- Identify trends in support tickets and proactively recommend improvements to product, documentation, or internal processes.
- Maintain accurate ticket records, internal notes, and cross-functional updates to ensure visibility and continuity of client issues.
Requirements
- Bachelor's degree in Computational Biology, Bioinformatics, Molecular Biology, or a related field (Master's or PhD preferred).
- Ability to perform technical, customer-facing support in life sciences, biotechnology, and drug discovery scenarios.
- Demonstrable proficiency in translational bioinformatics in R and/or Python, including transcriptomics, epigenomics, proteomics, and other common assays for drug discovery.
- Experience with bioinformatics workflows, data analysis, APIs, and cloud environments (AWS, GCP, etc.).
- Excellent communication and presentation skills — you're comfortable articulating complex methods and biology-based rationale for different audiences.
- Strong technical problem-solving ability and a collaborative mindset.
- Ability to travel as needed for customer meetings, conferences, and strategic events (estimated 2 weeks per quarter).
Preferred Qualifications
- Familiarity with modern software stacks and SaaS platforms in life sciences.
- Familiarity with using LLMs (e.g. Claude, Gemini, ChatGPT) for a wide variety of business functions.
- 2+ years of technical customer-facing experience (pre-sales, solutions engineering, or scientific support) in life sciences or biotech.
- Prior experience delivering technical onboarding, workshops, or scientific training sessions.
- Comfortable working in a fast-paced, early-stage startup with evolving processes.
Benefits
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Paid time off (including vacation, sick leave, and holidays)
- Parental leave (where applicable)
- Life insurance
- Professional development support
- Discretionary annual performance bonus based on individual and company performance
Apply for this Position
Ready to join our team? Submit your application through the link below.
Apply NowPlease include your resume and cover letter in your email to hiring@pluto.bio.