Support Engineer
Job description
Our Why At Dotmatics
At Dotmatics, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive.
Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, MStar, SoftGenetics and Vidscidian.
We have a vision for a new Lab of the Future that will change the future of scientific research.
We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.
Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.
Shaping the Future of Science At Dotmatics
Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.
You’ll join a collaborative, global team pushing the boundaries of scientific innovation. Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.
We are Science Driven. We are Customer Centric. We are Better Together.
What do we need
We are looking for a biologist to join our Support team - carrying out QC / QA work for the product team as well as supporting our customer to resolve user challenges and internal team by improving the quality of Dotmatics SoftGenetics’ solutions by enhancing and performing SOPs for development of new features and bug fixes in current releases.
Working on specialized Scientific Software products across Fragment and Forensic use cases. You will work with customers to assist in use of software, identify, reproduce, report bugs to developers and application scientists; test bug fixes. This role requires performance of manual testing and reporting with the goal of moving toward developing automated testing.
In this role you will get to:
Support:
- Resolving customer issues & challenges such as bug fixes and user challenges
- Monitor customer feedback related to product quality.
- Assist product team responding to customers with how-tos and customer support
- Develop strategies to address recurring issues and enhance customer satisfaction. (how-to guides; knowledge database entries, resources section hubspot)
Quality Assurance and Control:
- Develop and implement quality assurance protocols and procedures.
- Identify and resolve quality issues and work with teams to implement corrective actions.
- Maintain accurate records of quality assurance and control activities.
- Draft change logs for new releases
Product Testing and Analysis:
- Design and execute product tests to evaluate performance and functionality.
- Analyze test results, identify trends, and prepare detailed reports.
- Collaborate with the product development team to recommend improvements based on testing outcomes.
Collaboration and Communication:
- Work closely with cross-functional teams, including R&D, production, and marketing, to ensure product quality and alignment with customer expectations.
- Act as the primary contact for resolving quality-related queries and issues.
- Communicate with team members on quality standards and procedures.
We are looking for people who have a bachelor’s or higher degree in Biology or related field, can work autonomously with attention to detail and in a methodical nature; preferred 2-3 years experience QA testing.
The Key Skills we are looking for
- QA / Testing experience
- Customer Service/Support - Ticket management & Resolution
- Instrumentation experience
- Experience with gitlab workflows
- Ability to create performance tests
- Understanding of test approaches to prove data integrity on release upgrades
You may also have:
- Scripting
- Creating support and knowledge based article documentation
Total Rewards
Dotmatics utilises a national market-based approach to base pay benchmarking and pay band development. The candidate's final starting pay is based on job-related skills, experience, job specific qualifications & location. In addition to base salary, Dotmatics has implemented a total rewards strategy, which is the combination of compensation, benefits and recognition.
Certain positions are also eligible for variable pay; your recruiter will discuss the full compensation package details.
Other Total Rewards Offered
- Equity Compensation
- Medical, Dental, Vision, Insurance
- Health Spending Accounts
- Wellness Benefits (Mental Health Apps and Fitness Perks)
- Company-paid Life and Disability Insurance
- 401k Retirement Plan (with 4% company match; immediate vesting)
- Flexible Time off Plan (for US exempt employees)
This is the range that we, in good faith, believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.
Research shows us the confidence gap and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.
By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information.
Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.
Required profile
Experience
Other Skills
- Customer Service
- Detail Oriented
- Collaboration
- Communication
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