Scientific Support Specialist

Job Summary

To support a growing customer base, the full-time Scientific Support Specialist will manage steady-state support for SMB and mid-market accounts, triaging and resolving inbound support tickets while collaborating with implementation and engineering teams in a fully remote environment.

Key responsibilities

• Serve as the primary point of contact for assigned customer accounts, handling inquiries and issues end-to-end
• Triage and resolve support tickets with urgency, investigating platform behavior and data problems
• Collaborate with Scientific Implementation teams to ensure continuity and advocate for systemic issue resolutions

Required qualifications

• B.S. or higher in chemistry, materials science, biology, chemical engineering, or equivalent hands-on experience
• Comfort with technical troubleshooting and investigating platform behavior and configuration issues
• Proficiency in data handling using Excel or similar tools; familiarity with Python or scripting is a plus
• Hands-on experience with scientific or technical software, demonstrating quick adaptability to new tools
• Strong written and verbal communication skills in English, able to explain technical issues to diverse audiences