Senior Support Engineer

Our Why At Dotmatics At Dotmatics, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, MStar, SoftGenetics and Virscidian. We have a vision for a new Lab of the Future that will change the future of scientific research. We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making. Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now. Shaping the Future of Science At Dotmatics Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live. You’ll join a collaborative, global team pushing the boundaries of scientific innovation. Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future. We are Science Driven. We are Customer Centric. We are Better Together. What do we need 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, 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 such as a higher education in Biology or Chemistry (or similar) 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. 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. You may also have experience in: QMS methodologies and ITIL concepts. JSP. Webservices (IIS and Tomcat). Browser developer tools. Glowroot. SSO. Research shows us the confidence gap and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you. By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information. 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.