Customer Support Engineer

Ovation - Cambridge, MA is a scientific data company providing a cloud-based LIMS for molecular diagnostic laboratories. Beyond standard sample and workflow tracking, Ovation is addressing challenges in the critical functional areas of Relationship Support, Laboratory Operations, and Business Analytics. Using a modern infrastructure with seamless integrations of best-in-class partners and consultants, Ovation provides labs with an out-of-the box laboratory management experience that scales with each individual lab’s need.

We are growing rapidly and expanding our Indianapolis, Indiana and Cambridge, Massachusetts offices. Customer Support Engineers are paramount to our success.With our rapid growth and the complexity of our product, Customer Support Engineers play a key role in helping our clients properly utilize our platform by address any bugs/support issues.

Customer Support Engineer Duties and Responsibilities:

The Customer Support Engineer will field customer tickets to provide enterprise-level assistance to our customers. You will focus on diagnosing and troubleshooting software problems while ensuring a high level of customer satisfaction. You will identify issues by looking at our code base and in the instance, the issue cannot be fixed, you will escalate the ticket to the engineering team.

  • Provide high-quality technical support to our customers.
  • Collaborate with Customer Success Managers, Specialists, and Engineering to expedite resolutions and ensure customer success
  • Use creative problem-solving skills to help customers implement solutions
  • Follow up with customers to verify solutions are successful
  • Work with engineering to develop and test solutions and to install and test new versions of products
  • Summarize, communicate and escalate customer experiences
  • Conduct post-mortems when requested by management.
  • Help engineering with enhancements to improve the usability of the product

Customer Support Engineer Requirements and Qualifications:

  • 1-2 years of Customer Engineering Support experience in a SaaS or software company.
  • Ruby on Rails, Python, JavaScript experience
  • Experience using a ticketing system such as Jira.
  • Eager to learn new and complex software solutions
  • A high level of accuracy and attention to detail is required
  • Excellent communication and interpersonal skills
  • Flexible approach, able to operate effectively with uncertainty and change
  • Driven, self-motivated, enthusiastic and with a “can do” attitude
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Bachelor’s degree in Information Technology, Computer Science or equivalent

Posted On: Tuesday, June 4, 2019

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