Sr. LIMS & ELN Support Specialist

Role overview Diagnose and help resolve complex customer-reported issues affecting a laboratory information management system and electronic lab notebook. You’ll investigate unexpected behavior, reproduce problems, and identify root causes while working with customers and internal teams. The role also contributes to durable product improvements and better support practices for scientific workflows.

Responsibilities - Triage technical issues reported by customers and investigate them through resolution. - Reproduce unexpected system behavior and determine its underlying cause. - Coordinate with Customer Success, Product Management, Engineering, and QA on investigations and fixes. - Help turn recurring issues and findings into long-term product improvements. - Support scientists using digital lab systems and build expertise in their workflows. - Contribute to efforts to improve how AI is used to serve users, as described in the role overview.

Requirements - Technical problem-solving skills suited to investigating complex software issues. - Ability to diagnose, reproduce, and clearly communicate customer-reported problems. - Familiarity with laboratory or scientific workflows, or the ability to develop that understanding. - Collaborative approach to working across customer-facing and technical teams.

Benefits and work setup - Full-time contractor position, fully remote for candidates based in Brazil or Costa Rica. - Direct customer impact and opportunities to influence product improvements.