Remote APAC Life-Sciences SaaS Support Specialist

transnetyxcareers; United States; Remote; USD 58,000 - 68,000; Full time

Benefits offered by this job

Remote role in Australia

Superannuation included

Job summary

Transnetyx is seeking a dedicated customer support lead for the Asia-Pacific region. You will act as the primary contact for research institutions, resolve issues, coordinate with specialist teams, and foster regional relationships while feeding feedback to global product groups.

You will manage escalations, train clients, and align support with regulatory considerations. Remote Australia-based role with occasional travel supports team collaboration across time zones.

Qualifications

• Bachelor of Science in biology or related life science.
• At least one year in a customer-facing role.
• Strong analytical and troubleshooting ability, with the capacity to learn software quickly.
• Clear written and verbal communication, including explaining technical issues and facilitating customer meetings.
• Calm, professional judgment when handling escalations and managing varied work.
• Ability to work independently as the regional team member and build relationships with stakeholders at different levels.
• Full working rights in Australia.

Responsibilities

• Manage support requests from initial contact through resolution, prioritizing urgent cases and escalating when needed.
• Keep ticket records accurate and provide customers with timely progress updates.
• Coordinate with technical support, configuration, product, and development colleagues on complex issues.
• Hold regular customer check-ins and quarterly regional community meetings, plus biannual user group planning involvement.
• Partner with customer success and project teams on account health and training needs; deliver technical training to clients.
• Represent regional customer needs to product and development teams, ensuring feedback leads to outcomes.

Skills

Analytical thinking

Troubleshooting

Effective communication

Stakeholder management

Independent work

Education

Bachelor of Science in biology or related life science

Job description

Transnetyx is seeking a dedicated customer support lead for the Asia-Pacific region. You will act as the primary contact for research institutions, resolve issues, coordinate with specialist teams, and foster regional relationships while feeding feedback to global product groups.

You will manage escalations, train clients, and align support with regulatory considerations. Remote Australia-based role with occasional travel supports team collaboration across time zones.