Work Schedule
Rotational days/weekendsEnvironmental Conditions
OfficeJob Description
Position Summary
The Support Analyst / Technical Support Specialist is a key member of the Technical Support Team, providing exceptional, around-the-clock technical assistance to customers using products from Thermo Fisher Scientific’s Digital Science and Automation Solutions (DSAS) Division.
This role ensures customer satisfaction by resolving technical incidents within defined service levels, driving continuous service improvements, and maintaining the highest standards of support excellence.
The position requires flexibility to work weekends and travel up to 25% of the time for on-site customer support and training.
Key Responsibilities
Deliver high-quality, customer-focused technical support for DSAS products such as SampleManager LIMS, Watson LIMS, and Integration Manager.
Apply strong analytical and problem-solving skills to resolve complex technical issues efficiently.
Follow IT service management (ITSM) protocols, including incident, problem, and service request management, as well as root cause analysis.
Take full ownership of assigned support cases, from initial contact through resolution, ensuring compliance with service level agreements.
Work with Customer Relationship Management (CRM) tools such as Salesforce or Atlassian Jira to manage customer interactions and track progress.
Apply programming expertise in .NET and C# to diagnose and address technical challenges.
Work with databases (MS SQL, Oracle, PostgreSQL) to perform basic administration tasks and design efficient SQL scripts.
Demonstrate understanding of cloud platforms and container technologies, including Amazon Web Services (AWS) and Kubernetes.
Build and maintain strong partnerships with internal teams such as TechOps, Development, and Professional Services.
Communicate clearly and respectfully with customers and colleagues through both written and verbal channels.
Handle challenging customer situations with professionalism and empathy.
Proactively identify critical issues and collaborate with team leaders, managers, or development teams to drive timely resolutions.
Contribute to the creation and maintenance of Knowledge Articles and technical documentation for DSAS products.
Embrace and apply the Practical Process Improvement (PPI) Business System to improve the efficiency and quality of support operations.
Travel domestically and internationally as needed to provide direct customer support and training.
Represent Thermo Fisher Scientific as a trusted customer advocate, consistently demonstrating the company’s core values: Integrity, Intensity, Innovation, and Involvement.
Minimum Requirements / Qualifications
Bachelor’s or Master’s degree in Laboratory Science, Life Sciences, or Information Technology (or a related field).
Experience working with Laboratory Information Management Systems (LIMS).
Proficiency in programming languages such as C# and .NET.
Strong customer service orientation with excellent interpersonal and communication skills.
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What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
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