Scientific Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of Steady-State Customer Support.

• Act as the main point of contact for a portfolio of SMB and specified mid-market accounts, managing inbound inquiries, issues, and requests from start to finish.

• Prioritize, investigate, and resolve support tickets with urgency and accuracy.

• Communicate with customers in a clear, empathetic, and proactive manner — always prioritizing their success and ensuring no issue remains unresolved.

• Troubleshoot and escalate effectively.

• Examine platform behavior, configuration challenges, and data issues across various customer environments.

• Recognize when engineering involvement is necessary and craft clear, actionable escalation summaries that facilitate rapid resolution.

• Track escalated issues until resolution, maintaining transparency with customers throughout the process.

• Collaborate with the SI and Engineering Teams.

• Partner closely with Scientific Implementation Associates and Managers to ensure seamless continuity between active implementation projects and steady-state support.

• Highlight recurring issues, systemic bugs, and friction points to internal product and engineering teams — advocating for solutions instead of temporary fixes.

• Contribute to enhancements in support tools and workflows, including standardized ticket formats, phase workflows, and Slack notification integrations.

• Adopt a proactive, rather than reactive, approach.

• Monitor account health across your portfolio and identify early warning signs before they escalate into larger issues.

• Anticipate follow-up questions beyond the ones that were initially asked.

• Diligently document ticket histories, resolution processes, and account-specific context — ensuring knowledge is shared rather than siloed.

⛳️ Requirements

• Scientific background: A B.S. or higher in chemistry, materials science, biology, chemical engineering, or a related discipline — or equivalent hands-on experience in a scientific or technical setting.

• Technical troubleshooting: Proficient at investigating platform behavior, data challenges, and configuration issues — able to reason through problems even when the solutions are not immediately clear.

• Data fluency: Comfortable working with data in Excel or similar tools; proficiency in Python or other scripting languages is a considerable advantage.

• Software fluency: Hands-on experience with scientific or technical software — such as ELNs, LIMS, instrument software, or data analysis tools. You quickly adapt to new tools and are not intimidated by data-intensive environments.

• Communication: Excellent written and verbal communication skills in English, with the capability to clearly convey technical issues to both scientists and non-technical stakeholders.

• Availability: Willingness and ability to work standard US or EU business hours, based on regional location and assigned customer coverage.

• Attention to detail: You notice what others overlook, follow through without needing reminders, and maintain meticulous records.

• Customer-first mindset: You view an unresolved customer issue as an open loop that needs closure — not just a ticket waiting in line.

🏝️ Benefits

• Competitive local-market compensation with performance bonuses.

• Fully remote work with hours aligned to US or EU business hours based on your location.

• Health benefits in accordance with local regulations and market practices.

• Paid time off and public holidays per local standards.

• Direct mentorship from experienced implementation managers and a clear pathway to increased ownership.