(Senior) Customer Support Engineer

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.

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.

• 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.

• 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.

• 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

• Competitive Salary and equity in a fast growing company.
• Supportive, team oriented culture of continuous improvement.
• Flexible working arrangements and remote work.