Bring more to life.
Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?
At IDBS, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact.
You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.
IDBS helps BioPharma organizations unlock the potential of AI/ML to improve the lives of patients. As a trusted long-term partner to 80% of the top 20 global BioPharma companies, IDBS delivers powerful cloud software and services specifically designed to meet the evolving needs of the BioPharma sector.
IDBS, a Danaher company, leverages 35 years of scientific informatics expertise to help organizations design, execute and orchestrate processes, manage, contextualize and structure data and gain valuable insights throughout the product lifecycle, from R&D through manufacturing. Known for its signature IDBS E-WorkBook software, IDBS has extended its flexible, scalable solutions to the IDBS Polar and PIMS cloud platforms to help scientists make smarter decisions with assured confidence in both GxP and non-GxP environments.
Learn about the Danaher Business System which makes everything possible.
The Customer Support Analyst is responsible for delivering high quality support services to IDBS’ customers. You will respond to customer queries, perform initial troubleshooting, and escalate complex cases as needed.
This position reports to the Regional Operations Manager and is part of the regional customer support team located in Woking, UK and will be an office based role. Working within a global follow-the-sun support model, you will learn ITIL-based processes and collaborate with internal teams to ensure timely resolution and customer satisfaction. This position operates within a rotating shift model, with working hours ranging between 8:00 AM and 9:00 PM GMT to support extended coverage for global teams
In this role you’ll have the opportunity to:
- Deliver responsive and professional customer support by handling inquiries across email, web, and community channels; perform initial troubleshooting, escalate complex issues as needed, and provide clear updates throughout resolution
- Collaborate with cross-functional teams to resolve customer issues, contribute to the support knowledge base by documenting solutions, and engage in training and mentoring to continuously enhance technical and product expertise.
- Drive continuous improvement by identifying process enhancement opportunities, sharing feedback, and supporting the adoption of tools and technologies that improve customer experience and resolution efficiency.
Here is what success in this role looks like:
- Degree (or equivalent) in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology or similar field of study with 0–2 years of experience in technical or customer support field.
- Strong problem-solving skills, quick learner, and customer-focused mindset with a proactive attitude.
- Ability to work effectively in a fast-paced, team-oriented environment with a basic understanding of IT concepts and willingness to develop technical skills.
It would be a plus if you also possess previous experience in:
- Domain expertise in life sciences/biopharma with familiarity in scientific data management, lab informatics, and AWS-based SaaS environments.
- Hands-on experience delivering customer support services and working with tools such as Salesforce, Jira, Confluence, Splunk, and AI technologies.
- Technical knowledge of networking, Unix/Linux systems, relational databases, scripting languages (e.g., Python, R), and exposure to Quality Management frameworks or ITIL certifications.
Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit www.danaher.com.
Skills Required
- Degree in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology or similar field
- 0-2 years of experience in technical or customer support
- Strong problem-solving skills and customer-focused mindset
- Basic understanding of IT concepts and willingness to develop technical skills
Cepheid Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cepheid and has not been reviewed or approved by Cepheid.
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Leave & Time Off Breadth — PTO and paid holidays are portrayed as robust, with formal programs and mentions of generous time off and rollover in some cases. This breadth supports a positive view of time-off availability.
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Healthcare Strength — Core medical, dental, and vision coverage is highlighted repeatedly and is viewed as comprehensive for regular full‑time employees. Descriptions such as “good” or “great” benefits reinforce the strength of the health coverage.
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Retirement Support — A 401(k) plan with company matching is consistently included as part of the package. The presence of matching contributions strengthens perceived retirement readiness.
Cepheid Insights
What We Do
Cepheid is dedicated to improving healthcare by pioneering molecular diagnostics that combine speed, accuracy, and flexibility. The company's GeneXpert® systems and Xpert® tests automate highly complex and time-consuming manual procedures, providing A Better Way for institutions of any size to perform world-class PCR testing. Cepheid’s broad test portfolio spans respiratory infections, blood virology, women’s and sexual health, TB and emerging infectious diseases, healthcare-associated infectious diseases, oncology and human genetics. The company’s solutions deliver actionable results where they are needed most – from central laboratories and hospitals to near-patient settings. For more information, visit http://www.cepheid.com.
