Platform 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 a Platform Support Technician to join our client`s busy and growing team. This is a unique opportunity for a self-motivated, customer-focused technologist to support the infrastructure and platform operations of a world-class biomedical research data platform. In this role, you will work closely with Platform Engineers and cross-functional teams to provide the client`s customers with high-quality technical support for the client’s infrastructure, CI/CD workflows, and deployment systems.

You will take ownership of platform-related support tasks, including investigating infrastructure issues, assisting in deployments, monitoring system performance, and proactively addressing platform incidents. Additionally, you’ll support general platform usage, working with customers to resolve access, configuration, and operational issues.

The ideal candidate is technically fluent in modern DevOps practices, passionate about troubleshooting and root cause analysis, and equally comfortable communicating with internal engineers and external users.

Some of the technologies you’ll work with include:

• Kubernetes
• Cloud providers: AWS, GCP, Azure
• MongoDB, ElasticSearch
• Monitoring/observability tools (e.g., Prometheus, Grafana)
• GitLab CI/CD and deployment pipelines

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.
• Experience supporting infrastructure in cloud environments (AWS, Azure, GCP), including provisioning, networking, and monitoring.
• Familiarity with Kubernetes, containerized workloads, and CI/CD pipelines (e.g., GitLab, Helm).
• Background in investigating latency, bandwidth, or connectivity issues, and using monitoring tools to assess system health.
• Knowledge of or interest in biomedical, clinical, or scientific computing environments is a plus.
• English level: Upper intermediate

Responsibilities:

• Act as a front-line support owner for platform infrastructure issues, including investigating deployments, service availability, and performance incidents.
• Respond to and resolve support tickets related to DevOps workflows, deployment failures, and platform services. ensuring issues are diagnosed and resolved efficiently.
• Perform routine maintenance and upgrade operations on select infrastructure components in coordination with the Platform Engineering team.
• Access and investigate customer environments (with proper authorization) to diagnose and resolve environment-specific deployment or performance issues.
• Participate in the monitoring and alert response rotation, proactively addressing operational alerts and assisting with incident resolution for premium clients.
• Maintain and contribute to internal and external documentation covering platform tools, troubleshooting procedures, and customer-facing guidance.
• 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 client’s support systems, including training materials, ticketing workflows, and platform documentation.