Advancing the research ecosystem. Together, we make open, collaborative and inclusive research possible.
Customer Support Specialist
Location
California
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Customer Support Specialist
Digital Science
• Deliver responsive, high-quality technical support for both Figshare and Elements users, including researchers, administrators, and institutional IT teams. • Triage incoming support tickets, troubleshoot issues, identify resolution paths, and communicate clearly and empathetically with users throughout the ticket lifecycle. • Escalate complex issues appropriately to product, engineering, or implementation teams, while ensuring clear documentation and follow-through. • Support configuration and change requests by applying database or UI-level customizations according to client needs and documented specifications. • Contribute to a shared knowledge base by drafting, editing, and maintaining internal documentation, canned responses, and external help resources. • Stay current with product updates and releases to ensure accurate, timely advice and troubleshooting for new features and known issues. • Assist implementation and onboarding efforts by supporting configuration tasks, staging environments, or basic client training as needed. • Develop cross-product knowledge across Figshare and Elements to support customers with integrations or workflows that span multiple Digital Science tools. • Participate in regular team standups and knowledge-sharing sessions, offering input on ticket handling and lessons learned. • Collaborate with support peers, product teams, and customer engagement teams to continuously improve support processes and advocate for the user experience. • Track and update relevant systems and customer summaries to ensure accurate context and continuity of support.
Job Requirements
- Excellent verbal and written communication skills in English, with an ability to explain technical concepts clearly to non-technical audiences.
- Experience providing customer support in a SaaS or technical environment, ideally with academic, research, or institutional clients.
- Strong troubleshooting and problem-solving skills with a methodical approach to investigating issues.
- Ability to manage multiple tasks and priorities efficiently while maintaining attention to detail.
- Familiarity with relational databases (e.g., MySQL or MariaDB) and working with structured data formats like CSV, JSON, or XML.
- Comfortable using command-line tools and navigating Linux-based systems.
- Ability to work independently while contributing to a distributed, collaborative team.
- Basic scripting (e.g., Python) or configuration skills helpful for support automation or database customization.
- Familiarity with APIs, SSO (e.g., Shibboleth, Microsoft AD), or cloud storage systems (e.g., Amazon S3).
- Experience writing or maintaining customer-facing documentation or internal support resources.
Benefits
- We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.
- The talent we secure is fundamental to us achieving our vision and our growth plans.
- We are brave in the pursuit of better.
- We are collaborative and inclusive.
- We are always open-minded.
- We are from and for the community.
- As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs.
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