Associate Application Specialist (Internal Only)

Associate Application Specialist (Internal Only)

Classification: FLSA Exempt

Reports to: Manager, Life Science Applications, North America

Location: Albuquerque, USA

Summary

This is a technically focused, office-based applications role responsible for supporting users of Indica Labs’ HALO, HALO AI, and HALO Link platforms. The position combines scientific expertise, customer support, and early-stage commercial engagement to ensure timely resolution of application-related inquiries, qualification of inbound leads, and effective handoff to Field Applications Scientists.

The role plays a critical function by acting as the first line of engagement for application queries for both existing and prospective customers.

Duties and Responsibilities

• Manage and resolve application-based support tickets for HALO users, ensuring timely and high-quality responses.
• Troubleshoot software usage, workflows, and analysis-related issues in digital pathology and image analysis.
• Escalate complex or unresolved issues to senior applications or engineering teams as
• Document support cases and solutions clearly within internal systems.
• Provide ongoing technical and scientific support to existing customers.
• Support the workload of Field Application Scientist team.
• Identify recurring customer challenges and feedback trends.
• Provide input to Product and Applications teams to improve software usability and customer experience.
• Review and qualify inbound leads generated through marketing channels .
• Engage prospective customers to understand scientific use case, technical requirements, and fit for HALO solutions.
• Prioritize and route qualified opportunities to Field Applications Scientists.
• Maintain accurate tracking of leads, interactions, and outcomes in CRM
• Issue quotes for inbound opportunities and report back on quotations and outcomes.
• Act as a key interface between customers, Field Applications Scientists, and internal support teams.
• Support the FAS team by preparing technical materials, answering pre-sales queries, and assisting with follow-ups.
• Contribute to knowledge base development and standard response documentation.
• Support adoption of new features, including AI-based workflows and cloud capabilities.
• Assist in the preparation of sales statistics and reports.
• Responsible for the appropriate accessing and handling of electronic Protected Health Information (PHI) as outlined by policy and the Health Insurance Portability and Accountability Act (HIPAA).
• This job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Minimum Qualifications

• Bachelor’s degree (or international equivalent) in Biology, Biomedical Science, or a related field.
• At least 1 year of laboratory experience (academic or industry).
• Authorization to work in the United States (Indica Labs does not sponsor work visas).

Preferred Qualifications

• Experience using Indica Labs’ HALO software.
• Experience with pathology, digital pathology, histology, microscopy, and image analysis.
• Previous experience in a customer facing or applications role.

Knowledge, Skills, and Abilities

• Strong communication and presentation skills, with the ability to explain complex scientific concepts clearly.
• Excellent interpersonal and customer service skills.
• Basic skills in Information Technology (IT) and network knowledge.
• Strong organizational skills and attention to detail.
• Ability to build and maintain strong professional relationships.
• Ability to listen, understand, and respond effectively to customer needs.
• Comfort quickly learning new software, with enthusiasm for modern digital and AI-assisted tools and workflows

Location

This position is based at our headquarters in Albuquerque, New Mexico and is a full-time in office position.

Working Conditions and Physical Effort

• 
  Up to 5% travel for company meetings.
• 
  No, or limited physical effort required
• 
  No, or limited exposure to physical risk
• Work is normally performed in a typical interior/office work environment

Indica Labs, LLC. is proud to be an Equal Employment Opportunity, Affirmative Action, and Drug-Free employer. We take pride in providing equal employment opportunities to all employees and applicants regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Additionally, it is standard company policy to provide reasonable accommodations to qualified individuals who have protected disabilities to the extent required by applicable laws. All candidates will be required to submit unofficial transcripts as a condition of application. Due to the nature of our business, and to meet United States Federal, State, and International requirements, final selected candidates must pass a background check for employment and will be required to submit unofficial transcripts.