Product Support Analyst

📋 Description

• Serve as senior contact for day-to-day product questions across web, email and chat.
• Operate autonomously; set cadence; align stakeholders to move work forward.
• Lead enterprise escalations with cross-functional teams; drive closure.
• Troubleshoot across app, integrations, APIs, SSO, data flows, and network basics.
• Document knowledge via articles and runbooks to improve response.
• Lead RCA/CAPA; drive corrective actions and close the loop with customers.

🎯 Requirements

• 5+ years in IT, support engineering, or product support.
• Experience supporting enterprise customers; pharma/biotech ideal.
• BS or MSc in biology, bioengineering, bioinformatics, or life sciences.
• Empathy for scientists; map lab/R&D workflows to product behavior.
• Ownership of enterprise escalations with multi-party issues.
• Executive communication; translate tech detail into business impact.
• Strong prioritization and decision-making under ambiguity.
• Investigate across logs, APIs, SSO/SAML; DNS/TLS; network basics.

🎁 Benefits

• Hybrid work with on-site 3 days/week.