🛠 Tech Stack

💼 About This Role

You'll serve as a senior point of contact for complex product issues, driving resolutions for enterprise customers in the biotech R&D space. You'll lead escalations, coordinate cross-functional teams, and ensure customer confidence through clear communication and ownership. This role offers the chance to shape support processes and mentor team members.

🎯 What You'll Do

• Serve as senior contact for product questions and complex issues via web, email, and chat.
• Operate autonomously, aligning stakeholders and driving decisions.
• Lead enterprise escalations coordinating multi-party investigations.
• Troubleshoot across application, integrations, APIs, SSO, and network layers.
• Document and share knowledge to improve future response and prevention.

📋 Requirements

• 5+ years of experience in IT, support engineering, or product support.
• Experience supporting enterprise customers, ideally in pharma/biotech.
• BS or MSc in life sciences (Biology, Molecular Biology, Biochemistry, etc.).
• Proven ownership of enterprise escalations and multi-party issues.

✨ Nice to Have

• Experience in regulated environments (GxP, 21 CFR Part 11, CSV).
• Industry fluency in Bioprocessing, Bioanalytics, or Antibody Engineering.

🎁 Benefits & Perks

• 💰 Competitive salary with equity
• 🏖️ Flexible PTO
• 🏥 Health insurance
• 🚀 On-call compensation

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical interview· 60 min