Software Support Specialist

About Us

Scipio bioscience (https://scipio.bio) is a biotech start-up company developing an innovative solution to prepare and analyse samples for single-cell RNA sequencing (scRNA-seq) studies. This solution, based on a kit format and complemented by a cloud-based software product, will allow decentralized and flexible sample preparation in all laboratories and will provide the means for new advances first in transcriptomics but also in all fields of fundamental and clinical research.

Hosted in the heart of Paris (Pépinière Paris Santé Cochin, 75014), we are a growing company of over 30 employees. Our work ethic is based on mutual trust, cooperativity, honesty, kindness and diversity of thought, opinion and background.

Missions

  • Manage the front-line customer support for the software products developed by Scipio bioscience
  • Answer in a timely manner to customer requests for level 1 software support (emails, phone calls, remote control, tickets)
  • Coordinate with Scipio’s drylab R&D team (bioinformatics, software development and production) to ensure level 2+ software support
  • Assist the drylab R&D team in diagnosing software issues, testing software features and perform cloud operations
  • Coordinate with the Scipio’s wetlab R&D team (single-cell biology) and with Scipio’s distributors to cover any support request being at the interface between software products and kit products
  • Coordinate with Scipio’s field application specialists and with Scipio’s distributors to align pre-sale and post-sale activities (e.g. by performing training on new software versions)
  • Ensure traceability of software support, maintain and enrich the software support documentation (e.g. FAQ)
  • Generate regular software support reports and required documentation to meet customer satisfaction objectives

Required Skills

  • Significant experience in customer support for software products in the industry (if possible cloud-based products)
  • Past experience in software development (coding), IT (SysAdmin), and/or software quality assurance (testing)
  • Ability to efficiently diagnose software issues (if possible in a cloud infrastructure), with fast learning curve and adaptability
  • High intellectual curiosity and motivation to work at the interface with multi-disciplinary teams (e.g. drylab R&D, wetlab R&D, pre-sales, quality)
  • Proficiency in using technical tools for customer support (e.g. GitLab, TeamViewer, CRM tools)
  • Very good relationship with customers and with distributors
  • Very good level in both written and oral English

Desirable Skills

  • Previous experience in a startup company, ideally a biotech or medtech company
  • Previous experience in customer support for SaaS products
  • Previous experience in data science, ideally in genomic data analysis (single-cell or bulk)

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