Job Specifications
Who We Are
TetraScience is the Scientific Data and AI company. We are catalyzing the Scientific AI revolution by designing and industrializing AI-native scientific data sets, which we bring to life in a growing suite of next gen lab data management solutions, scientific use cases, and AI-enabled outcomes.
TetraScience is the category leader in this vital new market, generating more revenue than all other companies in the aggregate. In the last year alone, the world's dominant players in compute, cloud, data, and AI infrastructure have converged on TetraScience as the de facto standard, entering into co-innovation and go-to-market partnerships: Latest News and Announcements | TetraScience Newsroom:
In connection with your candidacy, you will be asked to carefully review the Tetra Way letter, authored directly by Patrick Grady, our co-founder and CEO. This letter is designed to assist you in better understanding whether TetraScience is the right fit for you from a values and ethos perspective.
It is impossible to overstate the importance of this document and you are encouraged to take it literally and reflect on whether you are aligned with our unique approach to company and team building. If you join us, you will be expected to embody its contents each day.
What You Are
You thrive on working well with others. You make the people around you better. You love to collaborate with fellow team members, customers, field engineers, executives, and inspire them to do their best.
You relentlessly strive to excel in your craft. You are passionate about delivering delightful customer experiences. You take ownership of all the aspects of the customer journey from beginning of case creation, to resolution.
You consistently seek understanding and clarity. You look at every interaction as an opportunity to learn. You aren't afraid to ask questions. You have the humility and confidence to not be the smartest person in the room.
What You Will Do
This position focuses on working with customers to address technical issues. You will be responsible for investigating end-to-end usability, stability, scale and performance issues reported by TetraScience customers
You will drive issues to resolution and/or identify workarounds to unblock customers either individually or by partnering with product and engineering teams
You will prioritise and complete work to meet service level agreements
You will be the steward of the customer support to engineering escalation process, increasing efficiency by streamlining communication with customer success, by triaging, extracting, and documenting relevant information
You will develop tools, scripts, benchmarks, and documentation to scale yourself individually, and help customer support diagnose, troubleshoot, extract relevant information, and fix issues to reduce mean time to resolution
You will work extensively with the wider account teams to drive value for customers
Requirements
Mandatory:
4+ Years (7+ for Senior role) in a technical customer-facing support role with a proven track record of excellence in Performance, Scale, Resiliency and Customer Support
Solid understanding of AWS technologies and features including Cloudwatch, ECS, S3, Cloudformation, Lambdas, SQS
Baseline IT skills including TCP/IP networking and Windows system administration
Troubleshooting experience with API and various types of integration at scale in AWS
Experience with CloudNative platforms and applications, Micro-services, Docker and SaaS deployments
Demonstrated experience of debugging software reliability issues in a distributed environment
Must have excellent interpersonal and communications skills including fluent English to a technical level.
Must be self driven, innovative, and willing to take initiative
Demonstrated ability to solve complex problems to specific timelines
Suitable home working environment for fully remote work
Professional and mature demeanour for customer communication and possible customer site visits
Resident in and able to work from UK. VISA's not provided nor sponsored
Beneficial:
Experience in one or more scripting or programming languages
Strong familiarity with using CRMs like Zendesk or Salesforce
Bachelor's degree in computer science, or technical related field
Benefits
Competitive Salary and equity in a fast growing company
Supportive, team oriented culture of continuous improvement
Flexible working arrangements and remote work
About the Company
TetraScience is the Scientific Data and AI Cloud company with a mission to accelerate scientific discovery and improve and extend human life.
The Tetra Scientific Data and AI Cloud(TM) is the only open, cloud-native platform purpose-built for science that connects lab instruments, informatics software, and data apps across the biopharma value chain and delivers the foundation of harmonized, actionable scientific data necessary to transform raw data into accelerated and improved scientific outcomes.
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