Customer Support Specialist

Job Summary

To support a growing user base, the full-time Customer Support Specialist will deliver high-quality technical assistance for Figshare and Elements, managing support tickets and collaborating with users and teams in a fully remote environment.

Key responsibilities

• Deliver responsive technical support for Figshare and Elements users, including researchers and institutional IT teams
• Triage incoming support tickets, troubleshoot issues, and escalate complex problems to appropriate teams
• Contribute to a shared knowledge base by maintaining documentation and assisting with user onboarding and configuration tasks

Required qualifications

• Experience providing customer support in a SaaS or technical environment, preferably with academic or institutional clients
• Familiarity with relational databases (e.g., MySQL or MariaDB) and structured data formats like CSV, JSON, or XML
• Comfortable using command-line tools and navigating Linux-based systems
• Strong troubleshooting skills with a methodical approach to issue investigation
• Ability to work independently while contributing to a distributed, collaborative team