Senior Scientific Support Engineer

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.

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