• Provide expert scientific guidance on the use and applications of 10x Genomics products. • Deliver direct application support and troubleshooting assistance to customers and Field Applications Teams. • Partner with Field Applications and Customers to resolve application and instrument-related issues, escalating as appropriate. • Log, track, and manage customer cases, ensuring timely follow-up and resolution. • Lead and participate in the escalation process, collaborating with cross-functional teams including R&D, Product Management, Quality, Manufacturing, and Engineering. • Create and refine technical documentation, training resources, and other customer-facing materials.

• Handle customer calls by resolving technical product issues to support a 24/7 support function, assigning calls to Field Service or Field Applications when unable to resolve over the phone • Investigate and recognize issues through to root cause, and communicate product issues, complaints, and improvements • Collect and analyze data and classify complaints according to FDA requirements, capturing and documenting all aspects of the customer interactions/issues into a customer interaction database

• Provide technical support to customers through telephone and other forms of communication • Provide resolutions to hardware, software, assay and training related calls • Distinguish between hardware, reagent, and software issues • Mentor and provide peer assistance for routine troubleshooting

• Elicit and map requirements with requesting business areas and stakeholders • Document business rules and technical requirements clearly, concisely, and with version control • Create and maintain up-to-date functional and technical artifacts • Work alongside developers and testers throughout the entire lifecycle of deliverables • Support the Product Owner and Agile team in backlog prioritization and refinement • Perform functional validation of deliveries, proposing improvements and adjustments • Support the maintenance team in incident analysis and evolutionary improvements • Conduct root cause analysis and propose sustainable solutions • Participate in and facilitate Agile ceremonies (Daily, Planning, Review, Retrospective and Refinement) • Act as a facilitator between technical and business areas • Produce technical documentation for support (manuals, process flows and operational instructions) • Identify technical risks and bottlenecks, proposing continuous improvements • Maintain a clear history of requests (specifications, decisions, versions and evidence) • Ensure adherence to architecture, security and data governance guidelines