About SciSure At SciSure, we believe scientific progress shouldn’t be hindered by fragmented systems, inefficiencies, or compliance burdens. Formed through the merger of eLabNext and SciShield, we’re building a unified ecosystem where research, safety, training, and operations seamlessly connect—empowering scientists and organizations to focus on discovery. Introducing the first and only Scientific Management Platform (SMP)—a groundbreaking solution designed to simplify and accelerate scientific progress. For too long, scientific organizations have struggled with disconnected technologies that add complexity and risk. We envision a future where scientists, lab operations, and EHS professionals collaborate effortlessly, trust their digital tools, and drive innovation without compromise. Join us in shaping the future of scientific research. Learn more at www.scisure.com Overview The Technical Support Specialist role serves as the primary critical escalation point for providing technical assistance to customers and team members using the SciSure platform. As a technical product expert, you will be responsible for managing the SciSure user relationship when product-based issues arise by maintaining all information in our support ticketing queue, including reviewing, organizing, and loading data provided by customers. Additionally, you will act as a key liaison between our customers and our engineering and service teams to submit incident reports, facilitate further investigation, and inform customers of our team’s progress towards resolving issues.

This role will report to the Director of Customer Success and will coordinate with both customer- and product-facing teams within the company. To be successful, you must possess strong interpersonal skills to effectively translate and communicate technical knowledge to any customer, regardless of their background or role. Responsibilities

Act as a primary point-of-contact for users of the SciSure platform through our Support Desk (Zendesk), helping them resolve issues, answer product-related questions, and ensure a smooth user experience

Develop and maintain product expertise on the SciSure platform’s capabilities, as well as a high-level understanding of the platform’s architectural and software design

Troubleshoot and resolve issues by identifying root causes and guiding users through solutions

Escalate complex issues to engineering or product teams for further investigation

Facilitate conversations between customers and the engineering teams to ensure a consistent service experience

Monitor and report on recurring issues and customer feedback to help improve the product and support processes

Assist customers with specialized migration and configuration requests

Contribute to writing and updating product documentation within the SciSure Knowledge Base

Advocate for the customer experience and identify opportunities for improving our services and products

Provide first-line support to customers and partners using the SciSure Developer Hub

Requirements

1-2 years experience working in a customer service or IT position, preferably supporting a SaaS product

Customer-centric mindset who goes above-and-beyond to address and advocate for the customer’s needs

Tech-savvy, capable of quickly picking up and mastering web-based technologies

Strong analytical skills, detail-oriented with a passion for troubleshooting and investigation

Excellent written and verbal communication skills

Proven ability to work effectively in a team environment

Organized and self-disciplined, able to take on multiple tasks at the same time and drive results

Degree or equivalent education in relevant fields such as computer science or IT

Experience working with the following platforms: MS Office, Zendesk, JIRA

Experience with web-based technologies (ex. APIs, SDKs) a plus

Location Boston, MA (Remote)

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