Dotmatics
Senior Support Engineer
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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
- Virscidian
We have a vision for a new Lab of the Future, one that will change the future of scientific research. Combined, our solutions are the world’s most comprehensive digital science platform – best-of-breed software applications used by over 2 million scientists, unified by a powerful, flexible enterprise data platform. This enables dynamic, multi-dimensional decision-making, not just flat data buried in digital archives.
We are creating a platform where scientific enterprises can achieve the next level of effectiveness for breakthroughs. Illness and the biosphere will not wait—we are tireless in our vision because the time for innovation is now.
Shaping the Future of Science
Our global team of 800+ colleagues supports customers in 180+ countries and works with our scientific community to accelerate innovation, making the world healthier, cleaner, and safer.
As part of Dotmatics, you’ll join a collaborative, remote-friendly team that empowers innovation. Your work will drive scientific progress while fostering an environment of unwavering integrity. We are:
- Science Driven
- Customer Centric
- Better Together
Senior Support Engineer Role
About the Role
We are looking for a Senior Support Engineer to join our team, providing advanced support for customers using the Dotmatics Scientific Platform. This includes resolving, escalating, and troubleshooting issues aligned with SOPs, Service Level Agreements (SLAs), and business needs.
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You’ll engage directly with pharmaceutical, biotechnology, contract research, and chemical/materials companies, so experience in these sectors is ideal. Our customer-centric philosophy means you’ll drive spreadsheet-proactive support—managing resolution processes, internal follow-ups, customer communication, and root-cause analysis. As a senior contributor, you’ll also have opportunities to mentor team members.
Key Responsibilities
In this role, you will:
- Provide specialist support and guidance on the Dotmatics product suite across a broad customer base.
- Manage complex incidents, including:
- API issues
- Troubleshooting/debugging core products and solutions
- Respond to, process, escalate triage incidents/requests from customers and staff while adhering to SOPs, SLAs, and business needs.
- Develop deeper expertise and become an ultr Géral screening Subject Matter Expert.
- Collaborate with internal teams and resolve/escalate complex issues efficiently.
- Follow-up with customers to ensure complete resolution of incidents.
- Prioritise tasks and meet tight deadlines in compliance with Customer SLAs.
- Act independently, assessing and assigning priorities for work tasks.
- Engage with product development teams, advocating for customers in product bug fixes and enhancements.
- Identify support trends and propose improvements to processes, policies, and products.
- Maintain and update systems of record (e.g., Salesforce, JIRA, Confluence).
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Requirements
- A scientific background, such as a degree in Biology, Chemistry, or related fields. [Ideally Bioinformatics].
- A customer service mentality combined with technical expertise.
- A desire to troubleshoot technical problems.
- Knowledge of life sciences, strong aptitude in assays, high throughput screening, drug discovery/development, or laboratory research with experience in **informatics/data].
- Limited but valuable experience in local computing or chemistry instruments and devices.
Key Skills & Technical Proficiencies
- In-depth knowledge of high throughput screening and assay development.
- Customer support experience or Life Sciences industry familiarity.
- Ability to manage multiple complex priorities and deadlines simultaneously.
- Practical relational database applications experience.
- Conversant with research informatics software/tools.
- Advanced SQL skills and scripting proficiency.
- Preferred experience:
- QMS methodologies and ITIL frameworks.
- JSP, Webservices (IIS/Apache Tomcat).
- Browser development tools.
- Glowroot, SSO.
Benefits and Culture
Dotmatics values diversity, equity, and psychological safety for all employees. We are an equal opportunity employer. Our commitment to inclusion ensures all team memberrs feel supported and connected.
By applying, you agree to our Dotmatics Privacy Notice, which outlines data collection purposes and orghi rights. More detail is available on request.
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