Specialist II, Scientific Support

Default (MSD); Rockville (MD); On-site; USD 70,000 - 100,000; Full time

Job summary

Default (MSD) in Rockville, MD seeks a Scientific Technical Support professional to act as the primary scientific/technical liaison for MSD products. The role involves servicing biomarker measurements and serology applications, with responsibility for verbal and written customer support.

Required are a technical Bachelor’s degree and 3+ years in life science technical support, plus strong analytical and communication skills.

Qualifications

• Bachelor’s degree in a technical/scientific/engineering discipline is required.
• Minimum 2 years laboratory experience with hands-on technical abilities (work study, internship, externship).
• Minimum 3 years of experience in technical support/service for life science/diagnostics products.

Responsibilities

• Provide primary scientific support (verbal and written) for customers, account managers, and internal staff.
• Serve as technical liaison for Prototype Printing Services.
• Take calls to identify and record issues, reproduce and troubleshoot problems, and resolve challenging cases.
• Monitor case investigations and manage trouble tickets; participate in after-hours on-call rotation.
• Document customer case logs, prepare monthly/year-end reports, and analyze data to draw conclusions.
• Collaborate cross-functionally with field scientists and teams across regions.

Skills

Biomarker expertise

Serology knowledge

Analytical skills

MS Office

Technical communication

Education

Bachelor’s degree in Engineering or related field

Tools

Workbench Data Analysis Tool

MS Excel

GraphPad Prism

Job description

Job Category: Scientific Technical Support

Requisition Number: SPECI003949

• Posted : October 15, 2026
• Full-Time

Locations

Showing 1 location

Rockville, Maryland
Rockville, MD 20850, USA

Description

POSITION SUMMARY:

This position serves as a technical liaison to customers interested in cutting edge projects related to biomarker measurements or serology applications and serves as the primary scientific/technical support for all MSD products.

DUTIES AND RESPONSIBILITIES:

• Primary scientific support (verbal and written) for customers, account managers, application scientists and internal staff
  • Technical customer liaison for Prototype Printing Services
  • Take customer support calls to identify and record reported issues with the product
  • Reproduce and troubleshoot reported issues
  • Handle difficult cases and formulate satisfying resolutions for customers
• Monitor, review and process case investigations
  • Handle case investigations
  • Monitor key systems during working hours and at scheduled times on weekends/holidays
  • Monitor trouble ticket database and drive issues to conclusion
  • Participate in on-call rotation for after-hours support
• Maintain consistent, clear and complete documentation of customer case logs
  • Prepare monthly and year-end reports
  • Maintain weekly summary of open cases
  • Analyze data and develop conclusions
• Cross Functional Collaboration
  • Participate in Global Meetings and Regional Meetings with the Field Application Scientists
  • Assist other members of team as available
• Specific duties may vary depending upon departmental requirements

EXPERIENCE AND QUALIFICATIONS:

• Bachelor’s degree in a technical/scientific/engineering discipline is required
• Minimum 2 years laboratory experience with proven hands‑on technical abilities in areas such as work study, independent study, internship or externship
  • Independent research experience preferred
• Minimum 3 year of experience in technical support/service position supporting products in the life science or diagnostics industry
• A demonstrated level of consistency in performance and aptitude for managing additional responsibility and accountability are required for next level consideration

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong scientific fundamentals and analytical background
  • Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion
• Demonstrate understanding and ability to independently design and execute assay and reagent troubleshooting, optimization and validation experiments
• Well versed in common lab techniques and procedures such as Western Blot, sandwich immunoassays and simple protein purification methodologies
  • Ability to explain concepts behind the techniques and procedures effectively
• Excellent oral, written communication and interpersonal skills are required
  • Effectively communicate issues/problems and results that impact timelines, accuracy and reliability of laboratory data
  • Track record of successful internal and third party relations
• Working knowledge of Workbench Data Analysis Tool software
• Proficiency in MS Office Suite
  • Experience with standard data analysis tools (Excel, GraphPad Prism) and the quantitative background to advance this knowledge on the job is expected
• A wide degree of creativity and latitude is expected including the ability to multi‑task in an environment with changing priorities

PHYSICAL DEMANDS:

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.

WORK ENVIRONMENT:

This position is performed in a standard office environment.

Qualifications

Education

Required

Bachelors or better in Engineering or related field.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.