Technical Support Specialist

📍 Job Overview

• Job Title: Technical Support Specialist
• Company: Cepheid
• Location: São Paulo, Brazil
• Job Type: Full-Time, Remote
• Category: Technical Support, Customer Care
• Date Posted: June 18, 2025
• Experience Level: Entry to Mid-Level (0-2 years)
• Remote Status: Remote (Brazil)

🚀 Role Summary

• Provide advanced product support to customers requiring assistance with Cepheid's assays.
• Engage customers, conduct data analysis, troubleshoot, and maintain product knowledge.
• Represent Technical Support on projects and operational teams.
• Contribute to quality compliance through accurate and concise case documentation.

📝 Enhancement Note: This role requires a strong background in biological or clinical laboratory science and excellent communication skills to provide advanced technical support to customers.

💻 Primary Responsibilities

• Engage customers to collect and compile detailed information, conduct advanced data analysis, and troubleshoot.
• Investigate, resolve advanced customer complaints, and contribute to quality compliance through accurate and concise case documentation.
• Maintain product knowledge and support continuous improvement efforts.
• Represent Technical Support on projects and operational teams, communicating findings back to Technical Support.
• Perform additional tasks as assigned by the Technical Support Manager or Supervisor.

📝 Enhancement Note: This role involves working independently in a structured manner, prioritizing critical tasks, and empathizing with customer and patient needs.

🎓 Skills & Qualifications

Education: Bachelor’s Degree in Biological/Clinical Laboratory Science with a minimum of 2 years of relevant experience or a Master’s Degree with 0-2 years of related work experience.

Experience:

• Laboratory or Technical Support Experience in one or more of the following: PCR and Microbiology, Molecular Biology Oncology or Virology, Patient sample collection practices and workflow, Sample preparation practices and methodologies, Laboratory analytical diagnostic equipment, medical devices and software.
• Previous experience in a customer service, technical support, service, or product support role (preferred).
• Familiarity with SalesForce.com (or similar CRM System) (preferred).

Required Skills:

• Fluent English (written and oral) with excellent written and verbal communication skills.
• Customer-oriented with the ability to understand customer expectations and empathize with customer and patient needs.
• Works independently in a structured manner with the ability to prioritize critical tasks.

Preferred Skills:

• Related work experience in a customer service, technical support, service, or product support role.
• Familiarity with SalesForce.com (or similar CRM System).

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: Not applicable for this role.
• Technical Documentation: Not applicable for this role.

📝 Enhancement Note: This role does not require a web portfolio or project requirements as it is focused on technical support and customer care within the life science industry.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Brazil is typically between BRL 3,500 and BRL 5,500 per month, depending on experience and qualifications. This estimate is based on regional market research and web technology industry standards for similar roles.

Benefits:

• Comprehensive package of benefits
• Bonus/Incentive pay

Working Hours: 40 hours per week, with flexibility for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: The salary range provided is an estimate based on regional market research and web technology industry standards. Actual salary may vary based on individual qualifications and company discretion.

🎯 Team & Company Context

🏢 Company Culture

Industry: Life Science, Diagnostic Testing

Company Size: Medium (approximately 6,000 employees worldwide)

Founded: 1984

Team Structure:

• The Technical Support team is part of the Customer Care department and works closely with other departments to provide advanced product support to customers.
• The team is structured with Tier 1 and Tier 2 support levels, with this role focusing on Tier 2 advanced support.

Development Methodology:

• Cepheid follows the Danaher Business System, which focuses on continuous improvement, problem-solving, and customer satisfaction.
• The team uses SalesForce.com (or similar CRM System) to manage customer cases and track progress.

Company Website: https://www.cepheid.com/

📝 Enhancement Note: Cepheid is a global leader in molecular diagnostics, providing fast and accurate diagnostic testing solutions to improve patient outcomes. The company's culture is driven by its mission to improve health care through innovative technologies and a commitment to continuous improvement.

📈 Career & Growth Analysis

Web Technology Career Level: Entry to Mid-Level (0-2 years)

Reporting Structure: This role reports directly to the Technical Support Manager or Supervisor.

Technical Impact: As a Technical Support Specialist, you will have a direct impact on customer satisfaction and quality compliance by providing advanced product support and resolving complex customer issues.

Growth Opportunities:

• Develop expertise in Cepheid's assays and related technologies.
• Gain experience in customer support, troubleshooting, and data analysis.
• Contribute to continuous improvement efforts and quality compliance.
• Potential growth into technical leadership or specialized roles within the Technical Support team.

📝 Enhancement Note: This role offers opportunities for career growth and development within the Technical Support team, with potential paths into technical leadership or specialized roles.

🌐 Work Environment

Office Type: Remote (Brazil)

Office Location(s): Not applicable for this remote role.

Workspace Context:

• This role is part of the Customer Care department and works closely with other departments to provide advanced product support to customers.
• The team uses SalesForce.com (or similar CRM System) to manage customer cases and track progress.
• The role requires a structured and independent work approach, with the ability to prioritize critical tasks.

Work Schedule: Flexible, with the ability to work independently and manage time effectively.

📝 Enhancement Note: This remote role requires strong communication skills, time management, and the ability to work independently to provide advanced product support to customers.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screen to assess communication skills and technical knowledge.
2. Technical interview to evaluate problem-solving skills, data analysis, and troubleshooting abilities.
3. Behavioral interview to assess customer orientation, empathy, and ability to work independently.
4. Final interview with the Technical Support Manager or Supervisor to discuss fit and next steps.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

• Brush up on laboratory practices, data analysis, and troubleshooting skills.
• Familiarize yourself with Cepheid's assays and related technologies.
• Prepare examples of how you have handled complex customer issues in the past.

ATS Keywords: (Organized by category)

• Customer Support: Customer Service, Technical Support, Customer Care, Customer Experience, Customer Satisfaction
• Laboratory Skills: PCR, Microbiology, Molecular Biology, Oncology, Virology, Laboratory Practices, Sample Preparation, Medical Devices, Diagnostic Equipment
• Soft Skills: Communication, Problem-Solving, Data Analysis, Troubleshooting, Time Management, Independence, Customer Orientation, Empathy
• Industry Terms: Assay, Diagnostic Testing, Life Science, Medical Device, Quality Compliance, Continuous Improvement

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, technical knowledge, and problem-solving abilities, with a strong emphasis on customer orientation and the ability to work independently.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies: Not applicable for this role.

Development & DevOps Tools:

• SalesForce.com (or similar CRM System) for customer case management and tracking progress.

📝 Enhancement Note: This role does not require a specific technology stack or web infrastructure knowledge, as it focuses on providing advanced product support to customers within the life science industry.

👥 Team Culture & Values

Web Development Values: Not applicable for this role.

Collaboration Style:

• The Technical Support team works closely with other departments to provide advanced product support to customers.
• The team uses SalesForce.com (or similar CRM System) to manage customer cases and track progress.
• The role requires strong communication skills, time management, and the ability to work independently.

📝 Enhancement Note: This role requires strong communication skills, time management, and the ability to work independently to provide advanced product support to customers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling complex customer issues related to Cepheid's assays and related technologies.
• Conducting advanced data analysis and troubleshooting to resolve customer complaints.
• Maintaining product knowledge and staying up-to-date with continuous improvement efforts.

Learning & Development Opportunities:

• Develop expertise in Cepheid's assays and related technologies.
• Gain experience in customer support, troubleshooting, and data analysis.
• Contribute to continuous improvement efforts and quality compliance.
• Potential growth into technical leadership or specialized roles within the Technical Support team.

📝 Enhancement Note: This role offers opportunities for career growth and development within the Technical Support team, with potential paths into technical leadership or specialized roles.

💡 Interview Preparation

Technical Questions:

• How do you approach handling complex customer issues related to Cepheid's assays and related technologies?
• Describe a time when you had to conduct advanced data analysis and troubleshooting to resolve a customer complaint.
• How do you maintain product knowledge and stay up-to-date with continuous improvement efforts?

Company & Culture Questions:

• How do you ensure excellent customer service and satisfaction in a remote work environment?
• Describe your experience working independently and managing your time effectively.
• How do you prioritize critical tasks and handle multiple customer cases simultaneously?

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, technical knowledge, and problem-solving abilities, with a strong emphasis on customer orientation and the ability to work independently.

📌 Application Steps

To apply for this Technical Support Specialist position:

• Submit your application through the application link provided.
• Customize your resume to highlight relevant laboratory, technical support, and customer service experience.
• Prepare for the interview process by brushing up on your technical knowledge, data analysis, and troubleshooting skills.
• Research Cepheid's assays and related technologies to demonstrate your interest in the role and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.