Technical Support Specialist

ZipRecruiter; Boston (MA); Remote; USD 45,000 - 65,000; Full time

Job summary

A leading company in scientific management seeks a Technical Support Specialist to provide expert assistance to users of their cutting-edge platform. This role bridges customer needs with product teams, ensuring effective troubleshooting and enhancing user experience while maintaining documentation. Successful candidates will demonstrate strong communication skills and technical acumen, ready to advocate for client needs in a collaborative environment.

Qualifications

• 1-2 years experience in customer service or IT, ideally supporting SaaS.
• Strong written and verbal communication skills.
• Organized and self-disciplined with a proactive approach.

Responsibilities

• Primary contact for users through the Support Desk, resolving issues.
• Develop product expertise and facilitate communication with engineering teams.
• Monitor customer feedback to improve the platform.

Skills

Customer Advocacy

Analytical Skills

Communication

Technical Proficiency

Education

Degree in Computer Science or IT

Tools

MS Office

Zendesk

JIRA

Job description

Job DescriptionJob DescriptionAbout SciSureAt SciSure, we believe scientific progress shouldn’t be hindered by fragmented systems, inefficiencies, or compliance burdens. Formed through the merger of eLabNext and SciShield, we’re building a unified ecosystem where research, safety, training, and operations seamlessly connect—empowering scientists and organizations to focus on discovery. Introducing the first and only Scientific Management Platform (SMP)—a groundbreaking solution designed to simplify and accelerate scientific progress. For too long, scientific organizations have struggled with disconnected technologies that add complexity and risk. We envision a future where scientists, lab operations, and EHS professionals collaborate effortlessly, trust their digital tools, and drive innovation without compromise. Join us in shaping the future of scientific research. Learn more at www.scisure.com
Overview
The Technical Support Specialist role serves as the primary critical escalation point for providing technical assistance to customers and team members using the SciSure platform. As a technical product expert, you will be responsible for managing the SciSure user relationship when product-based issues arise by maintaining all information in our support ticketing queue, including reviewing, organizing, and loading data provided by customers. Additionally, you will act as a key liaison between our customers and our engineering and service teams to submit incident reports, facilitate further investigation, and inform customers of our team’s progress towards resolving issues.

This role will report to the Director of Customer Success and will coordinate with both customer- and product-facing teams within the company. To be successful, you must possess strong interpersonal skills to effectively translate and communicate technical knowledge to any customer, regardless of their background or role.Responsibilities

• Act as a primary point-of-contact for users of the SciSure platform through our Support Desk (Zendesk), helping them resolve issues, answer product-related
  questions, and ensure a smooth user experience
• Develop and maintain product expertise on the SciSure platform’s capabilities, as well as a high-level understanding of the platform’s architectural and software design
• Troubleshoot and resolve issues by identifying root causes and guiding users through solutions
• Escalate complex issues to engineering or product teams for further investigation
• Facilitate conversations between customers and the engineering teams to ensure a consistent service experience
• Monitor and report on recurring issues and customer feedback to help improve the product and support processes
• Assist customers with specialized migration and configuration requests
• Contribute to writing and updating product documentation within the SciSure Knowledge Base
• Advocate for the customer experience and identify opportunities for improving our services and products
• Provide first-line support to customers and partners using the SciSure Developer Hub

Requirements

• 1-2 years experience working in a customer service or IT position, preferably supporting a SaaS product
• Customer-centric mindset who goes above-and-beyond to address and advocate for the customer’s needs
• Tech-savvy, capable of quickly picking up and mastering web-based technologies
• Strong analytical skills, detail-oriented with a passion for troubleshooting and investigation
• Excellent written and verbal communication skills
• Proven ability to work effectively in a team environment
• Organized and self-disciplined, able to take on multiple tasks at the same time and drive results
• Degree or equivalent education in relevant fields such as computer science or IT
• Experience working with the following platforms: MS Office, Zendesk, JIRA
• Experience with web-based technologies (ex. APIs, SDKs) a plus

LocationBoston, MA (Remote)

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