**Senior Customer Support Engineer – Healthcare Research Infrastructure**
Are you passionate about delivering exceptional customer experiences and ensuring seamless product adoption in the healthcare industry? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join blithequark's fast-growing team as a Senior Customer Support Engineer.
At blithequark, we're revolutionizing the way researchers work with biomedical data. Our innovative platform enables them to focus on high-impact research, while we take care of the complexities that hold them back. As a Senior Customer Support Engineer, you'll play a vital role in delivering exceptional service and ensuring a positive experience with our product for some of the largest and most impactful organizations in the healthcare industry.
**About blithequark**
blithequark is a health research infrastructure company that's changing the game. We're on a mission to make precision medicine ten times faster and one-tenth the cost to generate knowledge, develop better treatments, and improve patient outcomes. Our team is passionate about empowering researchers to focus on what matters most – making a meaningful impact in the lives of patients.
**The Role**
As a Senior Customer Support Engineer at blithequark, you'll be the point of contact for our customers, providing timely answers to their questions, resolving technical challenges, and completing engineering tasks. You'll be a key part of our Customer Delivery team, working collaboratively with cross-functional teams to drive customer satisfaction. Your expertise will be essential in scaling and evolving our support processes and tools to meet our ambitious growth and future customer needs.
**Key Responsibilities**
* Provide timely, professional resolution to customer technical questions and issues, troubleshooting and resolving issues by diagnosing root causes and providing effective solutions.
* Complete customer configuration and engineering support tasks in a high-quality, timely manner.
* Proactively monitor system health and performance metrics to identify potential issues before they impact users, monitoring and maintaining customer data pipelines and technical workflows.
* Be an expert on blithequark's product suite, assisting in building our customer and internal knowledge hub, identifying trends in support issues, and proposing systematic solutions.
* Collaborate with cross-functional teams to provide timely customer resolution, relay customer feedback, improve product adoption and user experience, and drive customer satisfaction.
* Help to scale blithequark's support function by evolving support processes and deploying new tools.
* Continually improve the customer experience through feedback, process improvement, and innovation.
**What You'll Bring**
* 2 to 5 years of experience in a customer-facing support or engineering role in a SaaS environment.
* Experience with the rapid pace and urgency that comes with high-growth, early-stage companies.
* A passion for working with customers, resolving their issues, and ensuring a delightful product and service experience.
* Transparency, empathy, and the ability to concisely relay key facts, distilling complex technical concepts to end users, and translating customer requests to technical requirements and resolution.
* A passion for problem-solving, with a curious, resourceful, and eager approach to solving new problems.
* The ability to work well as part of a team, building partnership and trust across teams, and working in a fast-paced, dynamic environment.
* A Bachelor's degree preferred, but not required.
**What We Offer**
* A dynamic and fast-paced work environment with a passionate team of innovators.
* Opportunities for career growth and professional development in a rapidly growing company.
* A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
* A collaborative and inclusive work environment that values diversity, equity, and inclusion.
* The chance to make a meaningful impact in the lives of patients and researchers.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!