Customer Support Specialist

🕒 July 6

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Digital Science

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🔬 Science

📚 Education

🏢 Enterprise

Science • Education • Enterprise

Digital Science is a company dedicated to enhancing the research lifecycle through innovative technology solutions. They aim to make research processes more efficient, data more effective, and collaboration more seamless, thus driving progress in academic and industry settings. Their product portfolio includes services such as Altmetric, Dimensions, Figshare, Overleaf, and more, which support various research stages from data management to publication. They focus on advancing open and responsible research while maintaining partnerships across academic, governmental, and industrial sectors. Digital Science actively contributes to the evolution of open access and research integrity standards.

📋 Description

• Deliver responsive, high-quality technical support for both Figshare and Elements users, including researchers, administrators, and institutional IT teams. • Triage incoming support tickets, troubleshoot issues, identify resolution paths, and communicate clearly and empathetically with users throughout the ticket lifecycle. • Escalate complex issues appropriately to product, engineering, or implementation teams, while ensuring clear documentation and follow-through. • Support configuration and change requests by applying database or UI-level customizations according to client needs and documented specifications. • Contribute to a shared knowledge base by drafting, editing, and maintaining internal documentation, canned responses, and external help resources. • Stay current with product updates and releases to ensure accurate, timely advice and troubleshooting for new features and known issues. • Assist implementation and onboarding efforts by supporting configuration tasks, staging environments, or basic client training as needed. • Develop cross-product knowledge across Figshare and Elements to support customers with integrations or workflows that span multiple Digital Science tools. • Participate in regular team standups and knowledge-sharing sessions, offering input on ticket handling and lessons learned. • Collaborate with support peers, product teams, and customer engagement teams to continuously improve support processes and advocate for the user experience. • Track and update relevant systems and customer summaries to ensure accurate context and continuity of support.

🎯 Requirements

• Excellent verbal and written communication skills in English, with an ability to explain technical concepts clearly to non-technical audiences. • Experience providing customer support in a SaaS or technical environment, ideally with academic, research, or institutional clients. • Strong troubleshooting and problem-solving skills with a methodical approach to investigating issues. • Ability to manage multiple tasks and priorities efficiently while maintaining attention to detail. • Familiarity with relational databases (e.g., MySQL or MariaDB) and working with structured data formats like CSV, JSON, or XML. • Comfortable using command-line tools and navigating Linux-based systems. • Ability to work independently while contributing to a distributed, collaborative team. • Basic scripting (e.g., Python) or configuration skills helpful for support automation or database customization. • Familiarity with APIs, SSO (e.g., Shibboleth, Microsoft AD), or cloud storage systems (e.g., Amazon S3). • Experience writing or maintaining customer-facing documentation or internal support resources.

🏖️ Benefits

• We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective. • The talent we secure is fundamental to us achieving our vision and our growth plans. • We are brave in the pursuit of better. • We are collaborative and inclusive. • We are always open-minded. • We are from and for the community. • As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs.