[Hiring] Senior Support Engineer @Dotmatics

Role Description

We are looking for a Senior Support Engineer to join our team providing advanced support to our customers using Dotmatics Scientific Platform. This role includes resolving, and escalating application support requests in accordance with SOPs, Service Level Agreements and business needs.

You will be working with our customers who are typically:

• Leading pharmaceutical companies
• Biotechnology firms
• Contract research organizations
• Chemicals and materials companies

The Dotmatics Support team fosters a customer-centric and proactive philosophy in its approach to providing world-class support. This role would also assist with resolution management process in the form of internal follow-up, customer communication and root-cause-analysis. As a senior individual contributor to the team, you will also have the opportunity to mentor and coach other team members.

In this role you will get to:

• 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.
• Plan, direct, and control various activities in a Customer Success capacity.

Qualifications

• A scientific background such as a higher education in Biology or Chemistry (or similar).
• A customer service mentality combined with technical know-how.
• Understanding of life sciences, a strong aptitude in assays and high throughput screening, drug discovery/development or a laboratory research background with well-rounded informatics/technical experience.
• Ideally holding a degree in Biology, Chemistry or Bioinformatics.

Requirements

• In-depth experience with high throughput screening and assay development.
• Customer-facing role, preferably within the Life Sciences industry.
• Ability to effectively manage multiple Case Resolution priorities, projects, and deadlines in parallel.
• Working knowledge and practical experience using Relational Databases.
• Deep understanding of research informatics software/tools.
• Advanced SQL and scripting abilities.

Company Description

Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.