Role Snapshot
I’m looking for a Senior Technical Support Specialist to join our Customer Success team at Alchemy Cloud.
This role sits at the heart of our customer experience—solving complex technical challenges for scientists using our ELN & LIMS platform. You’ll work directly with customers to diagnose issues, partner closely with Product and Engineering to drive improvements, and help shape how we leverage AI to better serve our users.
What makes this role special: You’ll have direct impact on customer outcomes, meaningful influence on product direction, and the opportunity to become a true expert at the intersection of scientific workflows and cloud technology.
If you’re energized by root-cause analysis, thrive on technical problem-solving, and want to work where your contributions directly improve how scientists do their work, I’d love to talk.
This is a full-time contractor role, fully remote, for candidates based in Brazil or Costa Rica
About the Role
As a Senior Technical Support Specialist at Alchemy Cloud, you will serve as a critical internal technical resource for diagnosing and resolving complex customer-reported issues. This role combines strong technical problem-solving skills with an understanding of scientific and laboratory workflows to ensure issues are triaged effectively and resolved efficiently.
You will work closely with Customer Success, Product Management, Engineering, and QA teams to investigate unexpected system behavior, reproduce issues, identify root causes, and contribute to long-term solutions. Your work will directly influence customer satisfaction, platform quality, and product direction.
Daily work includes analyzing support incidents, documenting progress in our incident tracking system, investigating issues using logs and data inspection, collaborating with internal teams on escalations, and contributing to internal and external knowledge documentation.
Key Responsibilities
Technical Support & Issue Resolution
- Investigate, troubleshoot, reproduce, and resolve complex customer-reported issues
- Perform root cause analysis across system configurations, APIs, integrations, and data pipelines
- Create and execute test scenarios to reliably reproduce reported issues in controlled environments
- Analyze logs, system behavior, and underlying data to diagnose unexpected results
- Manage escalated support cases from initial triage through resolution and post-incident follow-up
- Clearly document findings, progress, and resolutions in the support ticketing system
- Participate in on-call rotation as needed
Technical Documentation & Knowledge Sharing
- Develop and maintain internal and external technical documentation, troubleshooting guides, and knowledge base articles
- Document recurring issues and solutions to improve resolution speed and reduce ticket volume
- Share technical findings and customer use cases with internal teams to support product improvements
Cross-Functional Collaboration
- Work closely with Customer Success to investigate configuration issues and customer-reported problems
- Partner with Product Management to provide insight into customer usage patterns, workflows, and friction points
- Collaborate with Engineering and QA to escalate confirmed defects and validate fixes
- Support cross-functional incident response for critical customer-impacting issues
- Contribute feedback on platform reliability, performance, and usability
Team & Process Improvement
- Mentor junior support team members and contribute to team skill development
- Identify and drive improvements to support processes, tools, and workflows
- Contribute to support metrics analysis and reporting for internal stakeholders
Required Qualifications
Experience
- 5+ years of relevant professional experience, including significant exposure to:
- Technical support, support engineering, or systems analysis roles
- SaaS products and complex software platforms
- Investigating and resolving non-trivial technical issues
- Experience supporting enterprise or B2B customers
Education
- Bachelor’s degree in Computer Science, Software Engineering, a scientific discipline, or equivalent practical experience
Technical Skills
- Strong troubleshooting experience involving APIs, integrations, system configurations, and data flows
- Comfort inspecting logs, querying data, and analyzing system behavior to diagnose issues
- Familiarity with cloud-based systems and architectures (e.g., AWS, Azure)
- Ability to write scripts or lightweight tools to improve efficiency
Scientific / Domain Understanding
- Familiarity with scientific or laboratory workflows (e.g., experiments, samples, protocols, results, traceability)
- Ability to reason about data integrity, reproducibility, and configuration-driven outcomes
Professional Skills
- Strong written communication skills in English for technical and customer-facing documentation
- Proven ability to manage multiple high-priority issues simultaneously
- Strong analytical and problem-solving abilities with attention to detail
- Ability to work independently, manage time effectively, and adapt quickly in a fast-paced environment
Preferred Qualifications
- Background in chemistry, materials science, life sciences, or other applied sciences
- Experience supporting ELN, LIMS, or other scientific or regulated software platforms
- Strong programming or scripting skills (e.g., Python, JavaScript, SQL)
- Experience working in a SaaS startup or fast-growing software company
- Familiarity with support ticketing systems (e.g., Zendesk or similar)
Work Arrangement & Compensation
- Contractor role
- Fully remote (home office)
- Candidates must be based in Brazil or Costa Rica
- Paid monthly
- Compensation is competitive and commensurate with experience
Please submit your resume/CV in English.
Qualities We Value
- Strong ownership mentality and pride in delivering high-quality work
- Curiosity and willingness to explore complex technical systems
- Tenacity in problem-solving and follow-through
- Ability to think systemically and communicate clearly across teams
