Software Support & Success Specialist

Role overview

This is a remote U.S.-based opportunity for a Software Support & Success Specialist supporting a specialized SaaS platform used in biomedical research. The role blends customer success, technical support, and scientific software guidance, helping researchers adopt the product, resolve issues, and get sustained value from the platform. It involves close collaboration with product, sales, and support teams in a mission-driven setting focused on scientific progress.

What you will do

• Act as the main contact for customers and support them through onboarding, adoption, and ongoing success with the platform.
• Handle technical assistance for web and mobile applications, including issue resolution, project configuration, and user guidance.
• Provide training, product walkthroughs, and consultative help related to breeding approaches and research workflows.
• Help move users from trial to paid use by increasing engagement and clearly showing the product’s value.
• Track customer usage, adoption patterns, and success signals to strengthen retention and platform utilization.
• Create and keep up-to-date customer resources such as FAQs, tutorials, guides, webinars, and learning materials.
• Work with Product, Sales, and Support teams to share customer feedback and influence future product improvements.
• Respond promptly and professionally to customer questions through chat, ticket systems, and virtual meetings.

Required background

• A bachelor’s degree in Biology, Biomedical Sciences, Life Sciences, or a closely related scientific discipline, or equivalent experience/certifications.
• Previous exposure to biomedical research settings, especially mouse genetics, colony management, or laboratory workflows, is strongly preferred.
• Experience in customer support, customer success, SaaS, or scientific software deployment.
• The ability to explain technical and scientific ideas clearly to different audiences.
• Comfort leading training sessions, presentations, and live virtual demonstrations.
• Strong organizational habits, attention to detail, and the ability to juggle several customer needs at once.
• A proactive, flexible, and solution-focused approach with a strong sense of ownership.
• Good working knowledge of Microsoft Office and the ability to learn new software quickly.

Compensation and benefits

• Annual salary of USD 60,000.
• Fully remote-friendly arrangement available to candidates across U.S. time zones.
• Work that directly supports biomedical research and scientific discovery.
• Collaborative, people-centered culture with strong cross-functional teamwork.
• Opportunities to grow professionally in both scientific and technical areas.
• Exposure to advanced SaaS platforms and specialized research technologies.
• Occasional travel of up to 10% for customer engagement and training.

Application and hiring process

This role is being handled through a partner company, which manages all applications and the next steps in the hiring process. The application review uses an AI-assisted matching system to compare candidates against the role’s core requirements, and the strongest matches are forwarded to the hiring employer. Final interviews, assessments, and hiring decisions are completed by the employer’s internal team.

Data privacy and review process

By applying, candidates agree that their personal data may be processed to evaluate fit for the role and shared with the hiring employer as part of the pre-contractual and legitimate-interest basis described in applicable data protection laws, including GDPR. The recruitment process may also use AI tools to help review applications, analyze resumes, and flag potential inconsistencies or verification signals; however, these tools support the recruitment team and do not replace human judgment.