Customer Support Engineer

Welcome to the era of Velsera! Seven Bridges, Pierian & UgenTec have combined to become Velsera.

Velsera is the precision engine company. We empower researchers, scientists, and clinicians to drive precision R&D, expand access to, and more effectively leverage analytics at the point of care. 

We unify technology-enabled solutions and scientific expertise to enable a continuous flow of knowledge across the global healthcare ecosystem. This interweaves diverse biomedical communities, allowing them to build upon each other’s success and accelerate medical breakthroughs that positively impact human health.

With our headquarters in Boston, MA, we are growing and expanding our team which located in 14 different countries!

Customer Support Engineer
Location: India (Remote)

Who are we?
Welcome to the era of Velsera! Seven Bridges, Pierian & UgenTec have combined to become Velsera.
Velsera is the precision engine company. We empower researchers, scientists, and clinicians to drive precision R&D, expand access to, and more effectively leverage analytics at the point of care.
We unify technology-enabled solutions and scientific expertise to enable a continuous flow of knowledge across the global healthcare ecosystem. This interweaves diverse biomedical communities, allowing them to build upon each other’s success and accelerate medical breakthroughs that positively impact human health. With our headquarters in Boston, MA we are rapidly growing and expanding our team which currently has over 800 employees located in 14 different countries!

As a Customer Support Engineer, you will report to the Customer Support Manager/Director of Customer Support and your tasks will consist of providing exceptional service and support to customers using the Velsera products and services; triaging, troubleshooting, escalating and resolving issues in line with standard operating procedures and documenting customer interactions and resolutions.

What will you do?

• Provide in and out of office hours support to customers using the Velsera products and services
• Assist customers in troubleshooting, triaging, prioritizing and resolving technical & functional problems related to Velsera products and services.
• Collaborate with cross-functional teams to diagnose and resolve technical and/or functional problems, escalating promptly to the appropriate team where needed.
• Document customer interactions, issues, and resolutions in the support ticketing system.
• Educate customers on the use of products and services, adding value to their interactions with Velsera.
• Stay updated with the latest advancements and trends in bioinformatics, precision
medicine, life sciences, and workflow automation technologies so that you are able to offer best-in-class support, advice and services.
• Contribute to the creation and maintenance of support documentation and knowledge base articles.
• Participate in continuous learning and development activities to enhance technical skills and knowledge.
• Collaborate with senior customer support engineers and customer support specialists to handle complex cases and improve support processes.

What do you bring to the table?

• Bachelor's degree or higher in a relevant field, such as bioinformatics, genomics, or a life sciences discipline.
• Proven experience in technical support or a similar role, preferably in the life sciences, bioinformatics, precision medicine, workflow automation, or software support industry.
• Strong knowledge of software applications, operating systems, and concepts.
• Excellent problem-solving and troubleshooting skills.
• Strong customer service and communication skills.
• Ability to work independently and collaboratively within a team environment.
• Familiarity with life sciences or bioinformatics software, precision medicine applications, and workflow automation systems.
• Proficiency in using help desk software, CRM systems, and other technical support tools.
• Willingness to learn and develop expertise in different areas of the business.
• Demonstrated ability to work on cross-functional projects and contribute to business-wide initiatives.
• Desire to grow and progress within the technical support function, potentially moving towards senior roles and taking on additional responsibilities.
 

Our Core Values

People first. We create collaborative and supportive environments by operating with respect and flexibility to promote mental, emotional and physical health. We practice empathy by treating others the way they want to be treated and assuming positive intent. We are proud of our inclusive diverse team and humble ourselves to learn about and build our connection with each other.

Patient focused. We act with swift determination without sacrificing our expectations of quality. We are driven by providing exceptional solutions for our customers to positively impact patient lives. Considering what is at stake, we challenge ourselves to develop the best solution, not just the easy one. 

Integrity. We hold ourselves accountable and strive for transparent communication to build trust amongst ourselves and our customers. We take ownership of our results as we know what we do matters and collectively we will change the healthcare industry. We are thoughtful and intentional with every customer interaction understanding the overall impact on human health. 

Curious. We ask questions and actively listen in order to learn and continuously improve. We embrace change and the opportunities it presents to make each other better. We strive to be on the cutting edge of science and technology innovation by encouraging creativity. 

Impactful. We take our social responsibility with the seriousness it deserves and hold ourselves to a high standard. We improve our sustainability by encouraging discussion and taking action as it relates to our natural, social and economic resource footprint. We are devoted to our humanitarian mission and look for new ways to make the world a better place. 

Velsera is an Equal Opportunity Employer:
Velsera is proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, colour, gender, religion, marital status, domestic partner status, age, national origin or ancestry.