Solutions Specialist

About Albert Invent

Albert‘s mission is to Digitalize the World of Chemistry, using data and machine learning to drastically accelerate the invention of new materials. Our platform helps R&D organizations achieve a structured data foundation, digitalize their formulation and testing processes, and empower scientists to innovate faster, smarter, and at scale. 

We are looking for a Solution Specialist to join our Success Solutions team within our Transformation organization reporting to the Team Lead, Success Solutions. The role is critical to driving successful outcomes for Albert’s customers after their initial “go-live”. If you're passionate about cutting-edge technology and love working in a fast-paced and growing culture, we want you on our team! 

As a Solution Specialist at Albert, you will deliver outstanding Customer Support and Managed Services (MS) for our customers. This role combines customer support with project-based Managed Services to help organizations maximize their investment in Albert. The Solution Specialist is an individual contributor who develops expertise in the platform, leads small projects, contributes meaningfully to larger initiatives, and plays a visible role in customer success. 

This role is ideal for someone who thrives at the intersection of customer advocacy, technical problem-solving, and proactive service delivery. 

Managed Services Delivery 

• Lead smaller MS projects independently; contribute as a key member to medium and large projects alongside senior colleagues. 

• Confidently deliver customer training and education on all aspects of the Albert platform. 

• Develop custom documentation and materials tailored to customer needs. 

• Provide ongoing MS activities such as: 

• Advanced Report Building and customer analytics support 

• Data model configuration & maintenance 

• Instrumentation data sync setup and support 

• Access Control Layer configuration & maintenance 

• Host office hours, onsite/dedicated support sessions 

Support 

• Perform daily queue monitoring, responding to and assisting with customer requests. 

• Provide frontline support, answering functional and technical questions about Albert. 

• Conduct basic technical investigations and reproducibility testing and then communicate results to engineering teams.  

• Escalate higher-SLA or complex issues appropriately, while ensuring smooth customer handoff and communication. 

• Contribute to the Albert knowledge base with documented solutions and best practices. 

Collaboration & Customer Advocacy 

• Partner with Customer Success Managers to align MS activities with account adoption goals. 

• Share customer feedback and trends with Product, Engineering, and Leadership teams. 

• Collaborate cross-functionally to improve the customer experience and streamline processes. 

• BS or MS in Chemistry or similar scientific field, with experience working in a chemical laboratory, research, or industry settings. 

• Technical experience with APIs, SQL, or Python scripting is highly desired.  

• Bonus points if you have experience in a technical support, solutions, or services role within a SaaS or enterprise software company. 

• Proven ability to deliver customer training and create documentation. 

• Customer Service experience in a support or similar capacity.  

• Strong problem-solving and troubleshooting skills; able to independently resolve routine issues and contribute to more complex ones. 

• Excellent communication: articulate technical concepts clearly to both technical and non-technical audiences. 

• Confidence in customer-facing delivery and leading small-scale projects. 

• Ability to balance autonomy with judgment on when to ask for help. 

• Empathy, patience, and professionalism in all customer interactions. 

• Familiarity with SaaS platforms, configuration, and integrations. 

• Comfort with data modelling and reporting. 

• Ability to conduct reproducibility testing and basic technical investigations, such as log file and user session review.  

Grit: Self-starter, persistent problem solver, relentless in their pursuit of progress. 

Proactive Collaborator: Proactive, customer-focused mindset with a passion for helping others succeed 

Adaptability: Comfortable in dynamic, evolving customer and company environments 

Innovator: Passionate about improving customer outcomes through digital tools and scientific rigor 

Empathy: Strong active listening across multiple personas and cultures 

Leadership: Ability to lead initiatives and drive projects to completion with little or no oversight. 

We have a huge impact. Albert is a growing team with a big reach. Our Platform facilitates the invention of materials for tens of thousands of companies and hundreds of thousands of applications - from coatings used on rockets to adhesives used in electric vehicles to 3D printed medical devices. We love distributed teams. Albert’s home-base is in the California Bay Area, but we have multiple offices and employees sprinkled around the globe. In fact, over 50% of our employees work outside of California! An international remote culture is in our DNA. We care about you. Albert works hard to create a positive environment for our employees, and we think your life outside of work is important too. We work hard and we play hard. We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day. We’re always looking for humble, sharp, and creative folks to join the Albert team. If you think you might be a fit, please apply!