Scientific Support Specialist

Remote. Posted 5 months ago

The role

You will own steady-state support for SMB and select mid-market accounts. You will triage and resolve support tickets, investigate platform behavior, and coordinate with the Scientific Implementations and engineering teams.

What you will do

Serve as the primary point of contact for a portfolio of SMB and designated mid-market accounts
Triage, investigate, and resolve support tickets
Communicate with customers clearly, empathetically, and proactively
Investigate platform behavior, configuration issues, and data problems
Identify when an issue requires engineering involvement and draft escalation summaries
Follow escalated issues through to closure
Work with Scientific Implementation Associates and Managers to ensure continuity
Surface recurring issues, systemic bugs, and friction points to product and engineering teams
Contribute to support tooling and workflow improvements
Monitor account health and document ticket history and resolution steps

Required qualifications

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
Comfort investigating platform behavior, data problems, and configuration issues
Comfort working with data in Excel or similar tools
Hands-on comfort with scientific or technical software such as ELNs, LIMS, instrument software, or data analysis tools
Strong written and verbal communication skills in English
Willingness and ability to work standard US or EU business hours, depending on regional location and assigned customer coverage
Attention to detail
Customer-first mindset

Nice to have

Hands-on lab experience
Experience in a customer-facing, support, or technical consulting role
Demonstrated proficiency using Gen AI / LLM tools
Familiarity with ticketing and workflow tools (Jira, Linear, or similar)
Exposure to data management concepts: structured spreadsheets, databases, ELNs, or LIMS
Python or scripting experience for data investigation or processing
Familiarity with more than one scientific domain

Benefits

Competitive local-market compensation with performance bonus
Fully remote
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

About the company

Uncountable builds a unified R&D platform used by chemists, material scientists, and biologists to accelerate how new products are discovered, developed, and brought to market. The company is founded by engineers from MIT and Stanford.