Scientific Support Specialist

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

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

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

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.

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