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Customer Support Engineer for Scientific SaaS Company
QBench is a highly configurable cloud-based Laboratory Information Management System. Industries ranging from food, material, clinical, and environmental testing use QBench to track their samples and laboratory data. As a QBench Support Engineer, you will provide hands-on technical support for customers using the QBench platform. This includes troubleshooting complex technical issues, resolving configuration problems, and building lightweight tools or scripts to enhance customer workflows. You will serve as a technical liaison between our customers and internal engineering teams to ensure timely and accurate resolution of issues. Support Engineer Responsibilities - Investigate and troubleshoot advanced technical issues reported by customers. - Write or modify scripts and configurations to resolve customer-specific problems. - Collaborate closely with Engineering, Product, and TAMs to escalate and resolve complex issues. - Build lightweight automations, integrations, or configuration customizations using languages such as JavaScript, Python, or Jinja. - Provide clear and timely updates to customers and internal teams regarding issue status and resolution progress. - Document solutions and workarounds in internal knowledge bases and contribute to improving support documentation. - Maintain awareness of product updates, release notes, and new feature rollouts to better support customer needs. - Assist with reproducing bugs, collecting relevant logs, and providing detailed handoffs to development teams. - Use tools like Jira and GitHub to track work, review code snippets, and communicate with stakeholders. Support Engineer Requirements - 1–3 years of experience in a technical support, software engineering, or implementation role. - Familiarity with scripting and programming languages such as JavaScript and Python. - Experience with APIs (REST/SOAP) and integrating software systems. - Strong analytical and problem-solving skills, with attention to detail. - Effective communicator, able to explain technical issues to both technical and non-technical audiences. - Familiarity with tools such as Git, Jira, and Slack. - Customer-centric mindset and ability to manage multiple priorities in a fast-paced environment.