Scientific Support Engineer

Dotmatics is a leader in R&D scientific software connecting science, data, and decision-making. Its enterprise R&D platform and scientists’ favourite applications drive efficiency and accelerate innovation. More than 2 million scientists and 10,000 customers trust Dotmatics to help them create a healthier, cleaner, safer world.

Dotmatics is a global team of more than 800 team mates dedicated to supporting its customers in over 180 countries. The company is headquartered in Boston, with teams located around the world.

Dotmatics is backed by Insight Partners, a leading global venture capital and private equity firm investing in high-growth technology and software scaleup companies. Learn more about Dotmatics, its platform, and applications including Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express and LabArchives at https://dotmatics.com.

Come join us!

As an evolving, global business at the cutting edge of scientific innovation, we offer curious, bright minds from around the world the chance to make immediate impact. We offer meaningful benefits in each market, generous pension/retirement savings plans, equity and a collaborative, remote-friendly work environment centred around core key behaviours and high levels of integrity.

What do we need

We are looking for a Senior Support Engineer to join our team providing level 2 email and telephone-based customer facing support to customers using Dotmatics Scientific Platform. This role includes resolving, and escalating application support requests in accordance with SOPs, Customer Service Level agreements and business needs. 

You will be working with our customers who are typically leading pharmaceutical, biotechnology, contract research, chemicals and materials companies, so you should have a background within this space. 

The Dotmatics Support team fosters a customer-centric and proactive philosophy in its approach to providing world class support.  This role would also assist with resolution management process in the form of internal follow-up, customer communication and root-cause-analysis. As a senior individual contributor to the team, you will also have the opportunity to mentor and coach other team members.

In this role you will get to:

• Provide specialist application support and guidance on the Dotmatics product suite across a broad customer base
• Manage complex customer incidents, such as, API issues, or investigating and solving issues with our core products and solutions
• Respond, resolve, triage and escalate incidents and requests raised by customers and staff members in accordance with SOPs, Customer Service Level agreements and business needs
• Develop into our screening ultra Subject Matter Expert
• Collaborate with team members and other internal teams to resolve or escalate complex technical issues and customer requests quickly and effectively
• Follow-up with customers as appropriate to ensure incidents, requests and problems have been resolved
• Prioritise tasks and requests in accordance with customer Service Level Agreements
• Independently prioritise work tasks and meet tight deadlines
• Actively engage with product development teams and advocate for customers on product bugs and enhancements
• Identify support trends and suggest improvements to processes, policies, and products
• Maintain and update systems of record (e.g., Salesforce, JIRA, Confluence) as appropriate
• Planning, directing, and controlling various activities in a Customer Success capacity

We are looking for people who have a scientific background along with a customer service mentality combined with technical know-how, as you will deal with scientists from a leading pharmaceutical, biotechnology, contract research & chemicals and materials companies. You will have a natural desire to troubleshoot technical issues and enjoy working with cross functional teams to resolve incidents for our customers. Ideally holding a degree in Biology, Chemistry or Bioinformatics.  As a Support Team member you will have an understanding of life sciences, a strong aptitude in assays and high throughput screening, drug discovery /development or a laboratory research background with well-rounded informatics/technical experience

The key skills we are looking for:

• In-depth experience with high throughput screening and assay development
• Experience within a customer-facing role, preferably within the Life Sciences industry
• An ability to effectively manage multiple Case Resolution priorities, projects, and deadlines
• A working knowledge and practical experience using Relational Databases
• Experience using research informatics software/tools
• Basic SQL and scripting abilities

You may also have experience in:

• SDLC and/or QMS methodologies and ITIL concepts
• Salesforce and/or JIRA

Total Rewards 

Dotmatics utilises a national market-based approach to base pay benchmarking and pay band development. The candidate's final starting pay is based on job-related skills, experience, job specific qualifications & location. In addition to base salary, Dotmatics has implemented a total rewards strategy, which is the combination of compensation, benefits and recognition. 

Certain positions are also eligible for variable pay; your recruiter will discuss the full compensation package details.

Other Total Rewards Offered

• Equity Compensation
• Medical, Dental, Vision, Insurance
• Health Spending Accounts
• Wellness Benefits (Mental Health Apps and Fitness Perks)  
• Company-paid Life and Disability Insurance
• 401k Retirement Plan (with 4% company match; immediate vesting)
• Flexible Time off Plan (for US exempt employees)

This is the range that we, in good faith, believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

Research shows us the confidence gap and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.

By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information. 

Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.