Senior Principal Support Engineer

What do we need

We are looking for a Senior Principal Support Engineer to join our team providing strategic support to customers using Dotmatics Scientific Platform. This role will focus on solving complex situations and challenges for our customers,  including resolving and escalating application support requests in accordance with SOPs, customer service level agreements and business needs. 

You will be working with our customers who are typically leading pharmaceutical, biotechnology, contract research, chemicals and materials companies, so you should have a background within this space. 

This role would also assist with the resolution management process in the form of internal follow-up, customer communication and root-cause-analysis. You will work cross functionally across multiple areas of the business such as Product & Services.  As a senior individual contributor to the team, you will also have the opportunity to mentor and coach other team members.

In this role you will get to:

• Provide remote application support by effectively responding to complex customer queries, diagnosing and thereby resolving customer issues/ bug fixing, and also acts as a conduit between the customer and the cross functional teams
• Be a lead for strategic customers while continuing to build on relationships 
• Manage complex customer incidents, using cross-company Influence to resolve complex cases requiring multi disciplinary action.
• Respond, resolve, triage and escalate incidents and requests raised by customers and staff members in accordance with SOPs, customer service level agreements and business needs
• Identify & document re-occurring & unique challenges to further develop the support & product knowledge 
• Collaborate with team members and other internal teams to resolve or escalate complex technical issues 
• Follow-up with customers as appropriate to ensure incidents, requests and problems have been resolved
• Prioritise tasks and requests in accordance with customer service level agreements
• Actively engage with product development teams 
• Identify support trends and suggest improvements to processes, policies, and products
• Maintain and update systems of record (e.g., Salesforce, JIRA, Confluence) as appropriate
• Planning, directing, and controlling various activities in a Customer Success capacity

We are looking for people who have a customer service mentality combined with deep scientific & technical know-how,  as you will deal with scientists from a leading pharmaceutical, biotechnology, contract research & chemicals and materials companies. You will have a natural desire to troubleshoot complex technical issues and enjoy working with cross functional teams to resolve incidents for our customers. You will hold a Degree, Masters or PhD in Biology, Chemistry or Bioinformatics, or related scientific background.   As a Principal Support Team member you will have an understanding of life sciences, drug discovery /development or a laboratory research background with well-rounded informatics/technical experience.

The key skills we are looking for;

• Developing and delivering insightful, value-added strategies that address complex client issues.
• Providing a consultative approach to customer escalations, navigating through delicate and often complex conversations with clients
• Identifying & communicating possible risks effectively and influencing outcomes/change with clients
• Managing business-critical projects 
• Using cross-company Influence to resolve complex cases requiring multi disciplinary action (Stakeholder management Internally & externally)
• Designing & leading major change management projects
• Advanced working knowledge of drug discovery process (large/small molecule) 
• Ability to deliver compelling, clear and focused messages, often presenting complex initiative to executives levels and customers 
• Deep understanding of conducting & leading complex root cause analysis investigations 
• Ability to effectively manage multiple case resolution priorities, projects, and deadlines
• Advanced working knowledge and practical experience using relational databases and/or Oracle SQL
• An understanding of software development lifecycles (SDLC) and/or QMS methodologies and ITIL concepts
• Deep experience in Json or/and Java 
• Using research informatics software/tools
• An understanding of the design and implementation of research/scientific data pipelines 
• A deep working knowledge of AWS (or similar) and Incident Management

You may also have experience in 

• Dotmatics Platform 
• Salesforce and/or JIRA
• Scripting 
• Developing SLA’s
• Understanding of Solutions Architecture 
• Working/advising Services teams 
• Developing process documentation
• Customer support or Customer facing experience (e.g. pre-sales, Application support)