Scientific Support Specialist

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Uncountable Inc.

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2016

☁️ SaaS

🤖 Intelligence artificielle

🤝 B2B

💰 €27 000 000 Series A - Uncountable en 2025-06

SaaS • Artificial Intelligence • B2B

Uncountable Inc. est une plateforme SaaS d'IA qui unifie les données de R&D, de contrôle qualité et de cycle de vie des produits pour les scientifiques et les équipes produits. Leur plateforme modulaire offre des outils intégrés ELN, LIMS, PLM et de visualisation/analyse pour centraliser les données expérimentales, permettre la traçabilité et la conformité, et accélérer le développement de produits dans les industries chimiques, des matériaux avancés, pharmaceutiques/biotechnologiques et alimentaires. La solution cloud d'Uncountable cible les groupes R&D d'entreprise, remplaçant les feuilles de calcul par des modèles prédictifs, des flux de travail de laboratoire connectés et une gestion collaborative des données.

Description

• Own Steady-State Customer Support • Serve as the primary point of contact for a portfolio of SMB and designated mid-market accounts, handling inbound questions, issues, and requests end-to-end • Triage, investigate, and resolve support tickets with urgency and precision • Communicate with customers clearly, empathetically, and proactively — always putting their success first and never leaving an issue in an undefined state • Troubleshoot and Escalate Effectively • Investigate platform behavior, configuration issues, and data problems across a range of customer environments • Identify when an issue requires engineering involvement and draft clear, actionable escalation summaries that enable fast resolution • Follow escalated issues through to closure, maintaining customer-facing transparency throughout • Collaborate with the SI and Engineering Teams • Work closely with Scientific Implementation Associates and Managers to ensure smooth continuity between active implementation engagements and steady-state support • Surface recurring issues, systemic bugs, and friction points to internal product and engineering teams — advocating for fixes rather than workarounds • Contribute to support tooling and workflow improvements, including standardized ticket structures, phase workflows, and Slack-based notification integrations • Be Proactive, Not Reactive • Monitor account health across your portfolio and flag early warning signs before they become escalations • Anticipate the follow-up question, not just the one that was asked • Document ticket history, resolution steps, and account-specific context meticulously — so knowledge is shared, not siloed

🎯 Exigences

• Scientific background: A B.S. or higher in chemistry, materials science, biology, chemical engineering, or a related field — or equivalent hands-on experience in a scientific or technical environment • Technical troubleshooting: Comfort investigating platform behavior, data problems, and configuration issues — you can reason through what's wrong even when the answer isn't obvious • Data fluency: Comfort working with data in Excel or similar tools; Python or other scripting skills are a significant plus • Software fluency: Hands-on comfort with scientific or technical software — ELNs, LIMS, instrument software, or data analysis tools. You pick up new tools quickly and aren't intimidated by data-heavy environments • Communication: Strong written and verbal communication skills in English, with the ability to explain technical issues clearly to scientists and non-technical stakeholders alike • Availability: Willingness and ability to work standard US or EU business hours, depending on regional location and assigned customer coverage • Attention to detail: You notice what others miss, follow through without being reminded, and keep meticulous records • Customer-first mindset: You treat an unresolved customer issue like an open loop that needs to be closed — not a ticket to be queued

🏖️ Avantages

• Competitive local-market compensation with performance bonus • Fully remote with working hours aligned to US or EU business hours based on your region • Health benefits in accordance with local regulations and market norms • Paid time off and public holidays per local standards • Direct mentorship from experienced implementation managers and a clear path to increased ownership