Technical Support Scientist – EMEA

Alamar is seeking a Technical Support Scientist – EMEA with a strong background in biological sciences and an eagerness to work with customers to ensure their success with Alamar products. This role will join a dynamic team as the first Technical Support Scientist in Europe, providing scientific and technical support to Alamar’s automated instrument system for high-precision proteomic analysis. Reporting to the Supervisor, Technical Support, the role collaborates with sales, marketing and R&D teams and serves as front-line support for customer inquiries and complaints.

Responsibilities

Serve as a primary point of contact for customers for technical and scientific support, working collaboratively with other Technical and Application Support team members to coordinate responses, share context, and ensure consistent, high-quality support; Logging cases and associated communications and resolutions in the CRM; Informing requirements for scaling support process and infrastructure; Tracking support metrics; Perform platform demonstrations as needed to support sales; As a foundational member of the team, contribute to the building of the technical knowledgebase and processes to facilitate scaling of support as the user base expands; Collaborate with internal R&D teams during the product development cycle, providing critical insights via Voice of Customer; Contribute to the creation of customer training materials and documentation, working closely with internal resources; Assist in the scaling of our CRM toolset, ensuring effective integration with ERP and marketing automation

Requirements

BS, MS or PhD in the biological sciences; At least two years in a scientific customer support role; Demonstrated experience in the generation of technical documentation; Pragmatic thinker with a clear and effective approach to problem-solving; Strong orientation towards process improvement and unwavering commitment to quality; In-depth understanding of preparing materials to enhance customer support; Excellent relationship-building skills, with the ability to engage effectively with diverse personalities both inside and outside the company; Outstanding written, verbal, and presentation skills, capable of conveying complex information with clarity

Benefits

Competitive compensation package appropriate to the position and local market; bonus; equity; benefits