Dotmatics
Pharmaceutical, Biotechnology, Contract Research, Chemicals and Materials
SeniorSupportEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Support Engineer at Dotmatics. Skills: Customer Success, Technical Support, Life Sciences Informatics. Provide specialist application support. Provide guidance on Dotmatics product suite”
Industry & Context.
Troubleshoot technical issues; Root-cause analysis
What They're Looking For.
Must Have
Higher education in Biology or Chemistry (or similar), Customer service mentality, Technical know-how, In-depth experience with high throughput screening, In-depth experience with assay development, Customer-facing role experience, Ability to manage multiple Case Resolution priorities, Ability to manage multiple projects, Ability to manage multiple deadlines, Working knowledge of Relational Databases, Practical experience using Relational Databases, Deep understanding of research informatics software/tools, Advanced SQL abilities, Advanced scripting abilities
Nice to Have
Degree in Biology, Chemistry or Bioinformatics, Experience in QMS methodologies, Experience in ITIL concepts, Experience in JSP, Experience in Webservices (IIS and Tomcat), Experience in Browser developer tools, Experience in Glowroot, Experience in SSO
What You'll Do.
Provide specialist application support
Provide guidance on Dotmatics product suite
Manage complex customer incidents
Investigate API issues
Solve issues with core products
Develop into Subject Matter Expert
Collaborate with team members
Collaborate with internal teams
Resolve complex technical issues
Escalate complex technical issues
Resolve customer requests
Escalate customer requests
Follow-up with customers
Ensure incidents resolved
Ensure requests resolved
Ensure problems resolved
Independently prioritise work tasks
Engage with product development teams
Advocate for customers on product bugs
Advocate for customers on product enhancements
Identify support trends
Suggest improvements to processes
Suggest improvements to policies
Suggest improvements to products
Maintain systems of record
Update systems of record
Plan Customer Success activities
Direct Customer Success activities
Control Customer Success activities
How You'll Work.
Team & Collaboration
Cross functional teams; Other internal teams; Product development teams
Process & Methodology
Case Resolution priorities, Projects, Deadlines
Full Job Description
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 advance
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