About us
Today’s research, clinical, and quality control labs are expected to discover and produce at a pace once considered unimaginable. Now, to lead is to be led by data. The Elemental Machines platform elevates LabOps teams in charge of machines, instruments, data, facilities, training, quality, and compliance to lead data-driven discovery, development, and delivery. But there are over 300 million physical instruments, devices, and machines not yet connected to the cloud. We are simplifying the connection between the physical and digital worlds using IoT and AI-driven insights. The result is a lab united by a universal cloud-connected dashboard and operations.
Elemental Machines is on a mission to enable intelligent operations by connecting the physical and digital infrastructure to optimize outcomes.
Science and technology leaders trust Elemental Machines' ecosystem of hardware and software to deliver actionable insights that accelerate their pace of innovation.
We enable data-driven discovery, development, and delivery within organizations ranging from biopharma labs to biobanks, analytical labs, and manufacturers in the life sciences and beyond.
About the role
As a Technical Support Specialist at Elemental Machines, you will be at the forefront of our Support efforts. You'll play a crucial role in ensuring our clients can successfully utilize our products through comprehensive support, troubleshooting and professional communication. Your blend of technical expertise, customer-facing experience, and problem-solving skills will be pivotal in fostering strong customer relationships and enhancing our product's value.
Key Responsibilities:
- Provide in-depth technical support and troubleshooting for our clients. This involves responding to support tickets, identifying and resolving hardware or software issues, and coordinating root cause analysis to prevent future problems.
- Become an expert in our software platform, our hardware and additional offerings.
- Provide front line support via phone, email, and tickets to our customers in a timely manner, ensuring adherence to our SLAs
- Troubleshoot and resolve hardware malfunctions, including diagnosing sensor failures or connectivity issues.
- Assist customers with navigating our cloud-based dashboard, resolving software glitches, and providing guidance on data interpretation and analysis.
- Be able to identify critical issues and follow through on escalating to the appropriate team leads, as well as close the loop with the resolution.
- Capture bug details and enter into internal workflows, participate in bug triaging meetings with Product and Engineering teams.
- Educate customers on best practices for device maintenance, software updates, and security protocols.
- Maintain detailed records of customer interactions, issues, and resolutions.
- Participate in the creation and curation of support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Gather feedback on documentation we have and use customer feedback for improvement of our knowledge base.
Qualifications/Requirements:
- 2+ years of experience in a technical support or similar customer-facing technical role.
- Excellent communication and interpersonal skills, with a proven track record of building positive relationships with customers.
- Analysis skills to diagnose complex problems quickly while maintaining a positive attitude under pressure.
- Familiarity with ticketing systems and CRM softwares.
- (Preferred) Technical knowledge in IoT devices.
- (Preferred) Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and Wi-Fi configurations.
- (Preferred) Familiarity with Raspberry-pi devices or single board computers.
- (Preferred) Other valuable skills : SQL, Linux, RESTful API knowledge, Grafana, Laboratory experience.
- (Preferred) Familiarity with AI tools.
- (Preferred) Bachelor’s degree in a related technical field.
This position is remote in the US, but may require occasional travel to Elemental Machines Headquarters in Cambridge, MA for training.
Pay: From $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Retirement plan
Work Location: Remote
