Technical Support Specialist

SciSure; Boston (MA); On-site; USD 60,000 - 85,000; Full time

Job summary

SciSure in Boston seeks a Technical Support Specialist to be the primary escalation point for customers using the SciSure platform. You will manage the support queue, review and load data from customers, and serve as a liaison to engineering and service teams.

You will collaborate with customer- and product-facing teams, translate complex technical concepts for diverse users, and contribute to knowledge base updates. A strong customer focus and technical curiosity are essential.

Qualifications

• 1-2 years of experience in customer service or IT, preferably supporting a SaaS product
• Customer-centric mindset who advocates for the customer’s needs
• Tech-savvy and capable of quickly mastering web-based technologies
• Strong analytical and troubleshooting skills
• Excellent written and verbal communication skills
• Proven ability to work well in a team
• Degree or equivalent education in CS or IT preferred

Responsibilities

• Serve as a primary point of contact for users of the SciSure platform through the Support Desk (Zendesk), helping resolve issues and ensure a smooth user experience
• Develop and maintain product expertise on the SciSure platform and a high-level understanding of its architecture
• Troubleshoot and resolve issues by identifying root causes and guiding users to solutions
• Escalate complex issues to engineering or product teams for further investigation
• Facilitate conversations between customers and engineering to ensure a consistent service experience
• Monitor and report on recurring issues and customer feedback to improve the product and support processes
• Assist customers with specialized migration and configuration requests and contribute to knowledge base updates

Skills

Customer service

Analytical skills

Written communication

Team player

Troubleshooting

Web-based technologies

Education

Bachelor's degree in CS or IT

Tools

Zendesk

JIRA

MS Office

MySQL

PHP

Excel

Job description

We believe scientific progress shouldn’t be hindered by fragmented systems, inefficiencies, or compliance burdens. SciSure is the result of a merger between two established names in digital lab technology: eLabNext, long respected for its ELN and LIMS capabilities, and SciShield, a trusted leader in EHS, compliance, and lab safety. We are the creators of the first Scientific Management Platform (SMP), bringing together experiment documentation, sample tracking, compliance, and integrations into a single, connected system. We have built a true home base for the modern lab. We unite the needs of scientists, EHS, and LabOps professionals in one integrated solution, delivering a seamless experience for safe, efficient, and reproducible scientific advancement. Join us in shaping the future of scientific research. Learn more at

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 VP, Professional Services 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 year’s 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 preferred
• Experience working with the following platforms: MS Office, Zendesk, JIRA
• Experience with web-based technologies (ex. APIs, SDKs) a plus
• Proficiency with Microsoft Excel for organizing, analyzing, and presenting data
• Strong SQL skills with hands-on experience querying MySQL or similar relational databases
• Comfortable reviewing and navigating existing code for debugging without requiring full-scale software development experience; familiarity with PHP is a plus
• Interest in using AI tools and prompt-based research to accelerate learning and analysis
• Willingness to learn new tools and adapt to evolving workflows