Scientific Support Specialist

Job description

Thank you for your interest in Uncountable Implementations! # Scientific Support Specialist ## About Uncountable Science moves slowly — not because researchers aren't brilliant, but because their tools haven't kept up. Uncountable is changing that. We build a unified R&D platform used by the world's leading chemists, material scientists, and biologists to dramatically accelerate how new products are discovered, developed, and brought to market. Founded by engineers from MIT and Stanford, and trusted by enterprise R&D organizations across chemicals, pharmaceuticals, advanced materials, and food & beverage, Uncountable is on a mission to accelerate industrial R&D by an order of magnitude. We're a high-impact team that moves fast and gives people real ownership from day one. ## The Role This role is built for a scientist who is as energized by solving a customer's problem at 9am as they are by closing out the last ticket of the day — and who takes genuine pride in being the person customers can count on. As a Scientific Support Specialist, you will own steady-state support for Uncountable's SMB customers and a select group of designated mid-market accounts. You are the first line of contact when something isn't working, when a customer has a question, or when a new need surfaces — and you're responsible for making sure every one of those moments is handled with speed, care, and follow-through. While programming skills are not needed for this role , this is technically demanding, customer-facing work. You'll triage and resolve inbound support tickets, investigate platform behavior, coordinate with the Scientific Implementations team on continuity across accounts, and escalate clearly to engineering when needed. You'll also play a proactive role in identifying patterns, improving processes, and making sure issues get fixed — not just worked around. This is a fully remote position. Depending on your regional location, you will work during standard US or EU business hours to provide consistent, real-time coverage for your assigned customer accounts. Strong communication habits and the ability to operate independently are essential. ## What You'll Do **Own Steady-State Customer Support** - Serve as the primary point of contact for a portfolio of SMB and designated mid-market accounts, handling inbound questions, issues, and requests end-to-end - Triage, investigate, and resolve support tickets with urgency and precision - Communicate with customers clearly, empathetically, and proactively — always putting their success first and never leaving an issue in an undefined state **Troubleshoot and Escalate Effectively** - Investigate platform behavior, configuration issues, and data problems across a range of customer environments - Identify when an issue requires engineering involvement and draft clear, actionable escalation summaries that enable fast resolution - Follow escalated issues through to closure, maintaining customer-facing transparency throughout **Collaborate with the SI and Engineering Teams** - Work closely with Scientific Implementation Associates and Managers to ensure smooth continuity between active implementation engagements and steady-state support - Surface recurring issues, systemic bugs, and friction points to internal product and engineering teams — advocating for fixes rather than workarounds - Contribute to support tooling and workflow improvements, including standardized ticket structures, phase workflows, and Slack-based notification integrations **Be Proactive, Not Reactive** - Monitor account health across your portfolio and flag early warning signs before they become escalations - Anticipate the follow-up question, not just the one that was asked - Document ticket history, resolution steps, and account-specific context meticulously — so knowledge is shared, not siloed ## Your First 180 Days **Month 1:** Develop deep fluency in Uncountable's platform and support workflows. Begin triaging and resolving inbound tickets under the guidance of senior team members, learning the common failure modes, resolution patterns, and escalation pathways. **Months 2–3:** Take increasing ownership of your assigned account portfolio. Handle tickets end-to-end with growing independence, contribute to process documentation, and begin identifying systemic issues worth escalating internally. **Months 4–6:** Operate as the trusted, primary point of contact for your accounts. Drive measurable improvements in resolution time and customer satisfaction, and play an active role in shaping how we scale steady-state support as the customer base grows. ## Requirements - **Scientific background:** A B.S. or higher in chemistry, materials science, biology, chemical engineering, or a related field — or equivalent hands-on experience in a scientific or technical environment - **Technical troubleshooting:** Comfort investigating platform behavior, data problems, and configuration issues — you can reason through what's wrong even when the answer isn't obvious - **Data fluency:** Comfort working with data in Excel or similar tools; Python or other scripting skills are a significant plus - **Software fluency:** Hands-on comfort with scientific or technical software — ELNs, LIMS, instrument software, or data analysis tools. You pick up new tools quickly and aren't intimidated by data-heavy environments - **Communication:** Strong written and verbal communication skills in English, with the ability to explain technical issues clearly to scientists and non-technical stakeholders alike - **Availability:** Willingness and ability to work standard US or EU business hours, depending on regional location and assigned customer coverage - **Attention to detail:** You notice what others miss, follow through without being reminded, and keep meticulous records - **Customer-first mindset:** You treat an unresolved customer issue like an open loop that needs to be closed — not a ticket to be queued ## Preferred Qualifications - Hands-on lab experience — time spent running experiments gives you instant credibility with our customers - Experience in a customer-facing, support, or technical consulting role - Demonstrated proficiency using Gen AI / LLM tools (e.g., Claude, ChatGPT, Copilot) as genuine productivity and problem-solving instruments in a professional context - Familiarity with ticketing and workflow tools (Jira, Linear, or similar) - Exposure to data management concepts: structured spreadsheets, databases, ELNs, or LIMS - Python or scripting experience for data investigation or processing - Familiarity with more than one scientific domain (e.g., coatings and polymers, or pharma and food science) ## Why This Role - **Real ownership, fast:** You'll own a customer portfolio from day one — not shadow someone else's work for six months before touching anything - **A front-row seat to industrial R&D:** You'll work with scientists and engineers across some of the world's most innovative companies, developing next-generation materials, formulations, and products - **Direct product influence:** The patterns you surface from the field will shape what Uncountable builds next — your escalations aren't noise, they're signal - **An engineering-first culture:** You'll work closely with our engineering and product teams, with a real voice in shaping the platform - **A truly global team:** You'll collaborate daily with colleagues across the Americas and Europe, embedded in a team that has operated across time zones from the start ## Benefits - Competitive local-market compensation with performance bonus - Fully remote with working hours aligned to US or EU business hours based on your region - Health benefits in accordance with local regulations and market norms - Paid time off and public holidays per local standards - Direct mentorship from experienced implementation managers and a clear path to increased ownership