TetraScience provides the world’s first and only R&D Data Cloud, with a mission to transform life sciences R&D, accelerate discovery, and improve human life. Scientists at global pharma and biotech organizations rely on our innovative Tetra Data Platform for easy access to centralized, harmonized, and actionable scientific data to accelerate their digital lab transformation. With best-in-class SaaS performance, a team of industry innovators, and excellent product/market fit, Tetra is positioned to become an iconic life sciences software company.
What You Will Do:
- You will be the first line of support for issues reported by TetraScience customers
- Drive issues to resolution and/or identify workarounds to unblock customers either individually or by partnering with product and the engineering teams.
- You will be the Steward of the customer support to the engineering escalation process, increasing efficiency by streamlining communication with customer success, by triaging, extracting, and organizing relevant information
- Manage the workflow of the escalation issue, regularly communicating with customer support, customer success and even customers to provide current information, status, and progress
- Develop tools, scripts, and documentation to scale yourself individually, and help customer support diagnose, troubleshoot, extract relevant information, and in cases, fix issues to reduce mean time to resolution.
Requirements:
- 5+ years of experience in a similar or related role in technical support, professional services, or engineering organizations working on critical customer issues and escalations
- Troubleshooting experience with API and various types of integration is necessary
- Scripting experience in one or more of the following: Python, PHP, JavaScript, React
- Strong verbal and written technical communication skills and the ability to translate complex technical issues to a non-technical audience
- Strong familiarity with using CRMs like Zendesk and Salesforce
- Working experience in an Enterprise level customer environment
- Critical thinker and self-starter who is highly organized with the ability to make decisions independently and in collaboration with engineering managers and engineers
- Ability to work in a hyper growth environment with shifting priorities
- Bachelor's degree in engineering, or technical related field
Benefits:
- 100% employer-paid benefits for all eligible employees and immediate family members.
- Unlimited paid time off (PTO).
- 401K.
- Flexible working arrangements - Remote work + office as needed.
- Company paid Life Insurance, LTD/STD.
TetraScience
