Senior Technical Support Specialist

Role Snapshot

I’m looking for a Senior Technical Support Specialist to join our Customer Success team at Alchemy Cloud.

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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.

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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.

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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.

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This is a full-time contractor role, fully remote, for candidates based in Brazil or Costa Rica

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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.

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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.

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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.

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Key Responsibilities

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

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

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

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

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

Bachelor’s degree in Computer Science, Software Engineering, a scientific discipline, or equivalent practical experience

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

Familiarity with scientific or laboratory workflows (e.g., experiments, samples, protocols, results, traceability)

Ability to reason about data integrity, reproducibility, and configuration-driven outcomes

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