What do we need

We are looking for a Senior Support Engineer to join our team providing level 2 email and telephone-based customer facing support to customers using Dotmatics Scientific Platform. This role includes resolving, and escalating application support requests in accordance with SOPs, Customer Service Level agreements and business needs. 

You will be working with our customers who are typically leading pharmaceutical, biotechnology, contract research, chemicals and materials companies, so you should have a background within this space. 

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

We are looking for people who have a scientific background along with a customer service mentality combined with technical know-how, as you will deal with scientists from a leading pharmaceutical, biotechnology, contract research & chemicals and materials companies. You will have a natural desire to troubleshoot technical issues and enjoy working with cross functional teams to resolve incidents for our customers. Ideally holding a degree in Biology, Chemistry or Bioinformatics.  As a Support Team member you will have an 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

The key skills we are looking for:

• In-depth experience with high throughput screening and assay development
• Experience within a customer-facing role, preferably within the Life Sciences industry
• An ability to effectively manage multiple Case Resolution priorities, projects, and deadlines
• A working knowledge and practical experience using Relational Databases
• Experience using research informatics software/tools
• Basic SQL and scripting abilities

You may also have experience in:

• SDLC and/or QMS methodologies and ITIL concepts
• Salesforce and/or JIRA