Sr. LIMS & ELN Support Specialist

Alchemy; United States; À distance; USD 90 000 - 150 000; Plein temps

Avantages offerts par ce poste

Fully remote for Brazil or Costa Rica

Résumé du poste

Alchemy is seeking a qualified contractor to diagnose and resolve complex customer-reported issues affecting a laboratory information management system and electronic lab notebook. You will investigate unexpected behavior, reproduce problems, and identify root causes while collaborating with customers and internal teams.

You will help turn recurring issues into durable product improvements, support scientists in their workflows, and contribute to how AI is used to serve users.

Qualifications

• Technical problem-solving skills for investigating complex software issues.
• Ability to diagnose, reproduce, and clearly communicate customer-reported problems.
• Familiarity with laboratory or scientific workflows, or willingness to learn.
• Collaborative approach across customer-facing and technical teams.

Responsabilités

• Triage technical issues reported by customers and investigate them through resolution.
• Reproduce unexpected system behavior and determine its underlying cause.
• Coordinate with Customer Success, Product Management, Engineering, and QA on investigations and fixes.
• Help turn recurring issues and findings into long-term product improvements.
• Support scientists using digital lab systems and build expertise in their workflows.
• Contribute to efforts to improve how AI is used to serve users, as described in the role overview.

Connaissances

Technical problem-solving

Diagnose & reproduce

Lab workflows familiarity

Cross-team collaboration

Description du poste

Role overview

Diagnose and help resolve complex customer-reported issues affecting a laboratory information management system and electronic lab notebook. You'll investigate unexpected behavior, reproduce problems, and identify root causes while working with customers and internal teams. The role also contributes to durable product improvements and better support practices for scientific workflows.

Responsibilities

• Triage technical issues reported by customers and investigate them through resolution.
• Reproduce unexpected system behavior and determine its underlying cause.
• Coordinate with Customer Success, Product Management, Engineering, and QA on investigations and fixes.
• Help turn recurring issues and findings into long-term product improvements.
• Support scientists using digital lab systems and build expertise in their workflows.
• Contribute to efforts to improve how AI is used to serve users, as described in the role overview.

Requirements

• Technical problem-solving skills suited to investigating complex software issues.
• Ability to diagnose, reproduce, and clearly communicate customer-reported problems.
• Familiarity with laboratory or scientific workflows, or the ability to develop that understanding.
• Collaborative approach to working across customer-facing and technical teams.

Benefits and work setup

• Full-time contractor position, fully remote for candidates based in Brazil or Costa Rica.
• Direct customer impact and opportunities to influence product improvements.