Dotmatics · 7 hours ago

Scientific Support Engineer

United States

Full-time

Remote

Senior Level

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BioinformaticsBiopharma

Hiring Manager

Brenan Herendeen

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Responsibilities

Provide specialist application support and guidance on the Dotmatics product suite across a broad customer base

Manage complex customer incidents, such as, API issues, or investigating and solving issues with our core products and solutions

Respond, resolve, triage and escalate incidents and requests raised by customers and staff members in accordance with SOPs, Customer Service Level agreements and business needs

Develop into our screening ultra Subject Matter Expert

Collaborate with team members and other internal teams to resolve or escalate complex technical issues and customer requests quickly and effectively

Follow-up with customers as appropriate to ensure incidents, requests and problems have been resolved

Prioritise tasks and requests in accordance with customer Service Level Agreements

Independently prioritise work tasks and meet tight deadlines

Actively engage with product development teams and advocate for customers on product bugs and enhancements

Identify support trends and suggest improvements to processes, policies, and products

Maintain and update systems of record (e.g., Salesforce, JIRA, Confluence) as appropriate

Planning, directing, and controlling various activities in a Customer Success capacity

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

High throughput screeningAssay developmentCustomer-facing experienceRelational DatabasesResearch informatics softwareBasic SQLScripting abilitiesSDLC methodologiesQMS methodologiesITIL conceptsSalesforceJIRALife sciences understandingTechnical troubleshooting