Senior Customer Support Engineer - Remote

Overview

As the amount of biomedical data types and scale continues to grow, old ways of working with data hold back the pace of progress — fragmented data, overwhelming omics, complex manual work, analysis backlogs, friction in secure collaboration, and barriers to distributing workflows. We had a conviction about how to move us closer to a future of precision medicine by making it ten times faster and one-tenth the cost to generate knowledge, develop better treatments, and improve patient outcomes.

And so Manifold began its journey. We are a health research infrastructure company that enables researchers to focus on the high-impact research that matters most, by taking care of all the other stuff that gets in the way.

In Short

• Provide timely, professional resolution to customer technical questions and issues.
• Troubleshoot and resolve issues by diagnosing root causes.
• Complete customer configuration and engineering support tasks.
• Proactively monitor system health and performance metrics.
• Be an expert on Manifold’s product suite.
• Collaborate with cross-functional teams to improve customer satisfaction.
• Help scale Manifold’s support function.
• Continually improve the customer experience through feedback.

Requirements

• 2 to 5 years of experience in a customer-facing support or engineering role in a SaaS environment.
• Experience with the rapid pace of high-growth, early stage companies.
• Passion for working with customers and resolving their issues.
• Ability to distill complex technical concepts to end users.
• Curiosity and resourcefulness in problem solving.
• Ability to work well as part of a team.
• Bachelor’s degree preferred, but not required.

Benefits

• Opportunity to work in a fast-growing company.
• Be part of a team that impacts healthcare research.
• Collaborative work environment.
• Professional development opportunities.