Application Support Technician

About the Client

Our client is the leading research data platform that’s transforming the way biomedical and imaging data are managed at leading life sciences, clinical, and academic institutions globally.

The client provides a comprehensive research data solution with all the tools needed for curation, imaging processing, machine learning workflows, and secure collaboration. By leveraging cloud scalability and automating research workflows, they help organizations scale research data and analysis, improve scientific collaboration, and accelerate discoveries.

About the Position

We are seeking an Application Support Technician to join our client`s busy and growing team. This is a customer-facing technical support role ideal for a self-motivated, service-oriented individual who enjoys helping users solve complex technical problems. You’ll work directly with customers to troubleshoot issues, implement solutions, and ensure the success of their use of the client`s products and solutions. Successful applicants will have a passion for serving customers and a proactive approach for troubleshooting technical issues.

You will thrive in the role if you have a passion for problem-solving, teamwork, and delivering excellent results. This role requires strategic, integrated thinking along with technical experience working with a variety of technologies.

This role will be responsible for supporting scientific workflows and custom integrations as well as helping to provide general user support across the client`s platform. This includes responding to customer inquiries, troubleshooting common usage issues, assisting with account access or permissions, and helping users navigate core features.

The ideal candidate is comfortable juggling both technical problem-solving and day-to-day support needs, ensuring that all users regardless of technical background receive timely, accurate, and thoughtful assistance.

Environment

Work closely with a growing team of technical support agents, engineers, and business stakeholders. Our client is highly responsive to their customer needs and constantly strives to make a positive contribution to the biomedical and life sciences communities they serve. Team members are recognized and rewarded when advocating customer success and satisfaction over other concerns. They value self-motivated, creative individuals who work well in a collaborative environment – constantly generating and sharing new ideas and solutions with the team.

Requirements:

• Strong client-facing support skills with the ability to manage technical conversations confidently and empathetically.
• Strong written communication skills with the ability to create clear and actionable documentation for both internal teams and end users.
• Ability to analyze logs, identify faults, and trace root causes across distributed systems.
• Comfortable working in a fully remote, asynchronous team environment and independently managing workload and priorities.
• Commitment to maintaining HIPAA compliance, security best practices, and data privacy.
• Proficiency with Linux command-line tools and troubleshooting services running on remote hosts.
• Fluent in Python scripting and hands-on experience with containerized applications (e.g., Docker), particularly in research or scientific computing contexts.
• Experience working with or supporting Python SDKs, APIs, and command-line tools, and helping others understand how to use them effectively.
• Possess an eye for process reproducibility and data integrity, and you value clear, well-tested solutions.
• Familiar with, or eager to learn about, scientific domains such as biomedical imaging, machine learning workflows, or data analysis in life sciences.
• English level: Upper intermediate

Responsibilities:

• Respond to customer inquiries related to data pipelines, the client`s applications usage, SDKs, and software integration issues.
• Assist customers with basic code translation and debugging (primarily in Python), particularly when helping users adapt or integrate code.
• Provide advanced technical support and guidance for client`s applications, containerization (Docker), SDK, and platform usage best practices.
• Contribute user-facing documentation and quick-start guides; participate in customer training as needed.
• Support data migration processes by advising customers on formatting, compatibility, and uploading historical and public datasets.
• Diagnose complex performance or integration issues, escalating to SSE or Engineering teams following established protocols.
• Access customer environments (with authorization) to diagnose and resolve issues directly, including inspecting data uploads, pipeline configuration, and execution logs.
• Collaborate with engineering teams to escalate issues, contribute to root cause analyses, and implement corrective actions.
• Monitor and enforce SLA response and resolution timelines, ensuring a responsive and customer-centric support experience.
• Identify trends in support cases and provide input on automation opportunities, tooling improvements, and internal processes.
• Contribute to the continuous improvement of the customer’s support systems, including training materials, ticketing workflows, and platform documentation.