Scientific Support Specialist

Job not on LinkedIn

🕒 May 20

🇺🇸 United States – Remote

💵 $25k - $40k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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👻 Ghost score 41%

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Uncountable Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🍽️ Food & Beverage

🏥 Healthcare

🏭 Manufacturing

💰 Seed Round on 2016-05

Food & Beverage • Healthcare • Manufacturing

Uncountable Inc. is a leading provider of cloud-based, unified laboratory informatics and management software designed for enterprise R&D teams across a variety of industries including chemicals, pharmaceuticals, biotechnology, advanced materials, and food and beverage. Their platform helps organizations accelerate innovation by providing a comprehensive data management system that enhances collaboration and efficiency. Trusted by top companies and educational institutions, Uncountable's mission is to tailor solutions to the unique industry and organizational needs of its clients, enabling data-driven decision-making and streamlining research and product development processes. The platform integrates laboratory information management systems (LIMS), electronic lab notebooks (ELNs), and advanced visualization and analysis tools to facilitate business’ ability to develop, manage, and commercialize innovative products.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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

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