Provide specialist application support and guidance on the Dotmatics product suite
Manage complex customer incidents
Respond, resolve, triage, and escalate incidents and requests
Develop into a Subject Matter Expert
Collaborate with internal teams for complex technical issues
Follow up with customers to ensure resolution of issues
Prioritise tasks according to customer agreements
Advocate for customers on product bugs and enhancements
Identify support trends and suggest improvements
Maintain and update systems of record

Higher education in Biology, Chemistry or similar
Customer service mentality combined with technical know-how
Experience in a customer-facing role within the Life Sciences industry
In-depth experience with high throughput screening and assay development
Effective management of multiple Case Resolution priorities, projects, and deadlines
Working knowledge and practical experience using Relational Databases
Deep understanding of research informatics software/tools
Advanced SQL and scripting abilities

Senior Support Engineer

Key skills