Senior Support Engineer

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🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £48.2k - £69.3k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Dotmatics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🧬 Biotechnology

🔬 Science

⚕️ Healthcare Insurance

Biotechnology • Science • Healthcare Insurance

Dotmatics is an AI-powered scientific intelligence platform that specializes in data management and workflow automation specifically for multimodal scientific discovery. It facilitates adaptive lab workflows, enhances collaboration across various scientific disciplines, and integrates advanced predictive analytics to accelerate research and development. With a suite of products, including solutions for bioinformatics, cheminformatics, and flow cytometry, Dotmatics supports researchers in making informed decisions, streamlining operations, and driving innovation in drug discovery and materials science.

📋 Description

• 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

🎯 Requirements

• 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