Senior Support Engineer

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

📋 Description

• Deliver expert application support and advice on the Dotmatics product suite.

• Handle complex customer incidents effectively.

• Address, resolve, triage, and escalate incidents and requests as needed.

• Evolve into a Subject Matter Expert in the field.

• Work collaboratively with internal teams to tackle intricate technical issues.

• Follow up with clients to ensure that issues are resolved satisfactorily.

• Prioritize tasks based on customer agreements.

• Represent customer interests regarding product bugs and enhancements.

• Recognize support trends and propose improvements.

• Maintain and refresh systems of record.

⛳️ Requirements

• Tertiary education in Biology, Chemistry, or a related field.

• A customer-oriented mindset combined with technical expertise.

• Experience in a customer-facing position within the Life Sciences sector.

• Extensive experience with high throughput screening and assay development.

• Proficient in managing multiple Case Resolution priorities, projects, and timelines.

• Practical knowledge and experience with Relational Databases.

• Strong understanding of research informatics software and tools.

• Advanced skills in SQL and scripting.

🏝️ Benefits

• Opportunity for professional development and growth.

• Collaborative and inclusive work environment.

• Competitive compensation and benefits package.