Technical Support Engineer

STARLIMS; Town of Florida (NY); On-site; USD 90,000 - 110,000; Full time

Job summary

STARLIMS, a global leader in Laboratory Information Management Systems (LIMS), seeks a Technical Support Engineer in New York to own assigned support tickets and guide customers through complex issues with clear communication and methodical troubleshooting.

You will develop deep STARLIMS expertise, perform remote analysis, collaborate with cross-functional teams, contribute to global support improvements, and maintain professional, proactive communication to ensure customer satisfaction.

Qualifications

• Experience troubleshooting software issues and providing solutions.
• Proficiency in SQL and an OO language (C# or equivalent).
• Experience with RDMS and reporting tools.

Responsibilities

• Own assigned support tickets from start to finish with clear communication.
• Develop deep expertise in STARLIMS configuration and functionality.
• Perform remote analysis, troubleshooting, and issue resolution.
• Monitor incidents and manage investigation, testing, resolution, and escalation.
• Collaborate with cross-functional teams to resolve complex issues.
• Contribute to global support improvements and knowledge sharing.
• Recommend system enhancements to reduce recurring issues.
• Maintain professional communication to ensure customer satisfaction.
• Adopt a global support mindset in daily work.

Skills

Strong communication

Troubleshooting

Analytical thinking

Multitasking

Team collaboration

English proficiency

Learning agility

Tools

SQL Server

Oracle

Crystal Reports

Tableau

Web Services/API

HTML/CSS/JavaScript

Job description

STARLIMS provides leading Laboratory Information Management Systems (LIMS) solutions that have served customers around the world for over 30 years. STARLIMS solution suite helps to improve the reliability of laboratory sampling processes, manage complex testing workflows and analytical methods, support compliance with global regulatory requirements and industry standards, and provide comprehensive reporting, monitoring, and analysis capabilities. With multiple support centers across the globe, STARLIMS solutions are used in labs across multiple industries and disciplines including pharma & biotech, life sciences, food & beverage, manufacturing, petrochemical refineries and oil & gas, chemical, public health, forensics and environmental offering an influx of global career opportunities.

Purpose

The Technical Support Engineer delivers accurate and timely technical support, guidance, and solutions related to the organization’s products and services throughout the customer lifecycle. This role involves communicating with customers via email, phone, or support systems to address inquiries, understand technical challenges, assess needs, and recommend appropriate solutions or alternatives. The Support Engineer applies established procedures and, when necessary, develops new approaches to resolve technical issues. Responsibilities include managing support cases, ensuring effective follow-up, and maintaining clear communication to drive resolution and enhance customer satisfaction.

Summary

• Take full ownership of assigned support tickets, ensuring timely investigation, resolution, and communication throughout the lifecycle.
• Develop deep expertise in STARLIMS application configuration and functionality.
• Perform remote analysis, troubleshooting, and resolution of technical issues
• Monitor the number of incident tickets and manage the incidents: Investigation, additional tests, resolution and closure or escalation to Engineering after relevant qualification and follow-up.
• Collaborate with cross-functional teams to resolve complex issues and improve support processes.
• Contribute to global support improvement initiatives and knowledge sharing.
• Recommend systems enhancements to reduce recurring user issues.
• Adhere to established procedures while proactively identifying opportunities for optimization.
• Maintain clear, professional communication with customers to ensure high levels of satisfaction.
• Show a global support mindset.

Who You Are

• Demonstrated written and verbal communication, interpersonal, facilitation, presentation, quantitative, analytical, organizational, and follow-up skills.
• Ability to establish/maintain good working relationships and be able to work cooperatively/productively with engineers, vendors, and customers is required.
• Strong ability to troubleshoot software problems - identify and solve problems creatively and effectively.
• Ability to learn and understand new processes, as well as recommend ways to continuously improve.
• Experience working in a broader enterprise/cross-division business unit model preferred
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work within a team and as an individual contributor in a fast paced, changing environment.
• Ability to leverage and/or engage others to accomplish projects.
• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.
• Multitasks, prioritizes, and meets deadlines in a timely manner.
• Strong organizational and follow-up skills, as well as attention to detail.
• Experience as a Programmer with SQL language as well as an object-oriented language (C# or equivalent).
• Experience with RDMS such as Oracle, SQL Server, MS-SQL, etc.
• Experience with reporting tools (Crystal Reports, Tableau) and with web technologies such as Web Services, API, HTML, CSS and JavaScript is desired.
• Fluency in oral and written English.

Nice to have

• Prior LIMS, ELN, SDMS or LES experience

STARLIMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.