The board
- Pay
- $20,000–$35,000/yr
- Where
- Remote
- Posted
- May 20
This role is built for a scientist who is as energized by solving a customer's problem at 9am as they are by closing out the last ticket of the day — and who takes genuine pride in being the person customers can count on.
As a Scientific Support Specialist, you will own steady-state support for Uncountable's SMB customers and a select group of designated mid-market accounts. You are the first line of contact when something isn't working, when a customer has a question, or when a new need surfaces — and you're responsible for making sure every one of those moments is handled with speed, care, and follow-through.
While programming skills are not needed for this role , this is technically demanding, customer-facing work.
What you'd do
- Serve as the primary point of contact for a portfolio of SMB and designated mid-market accounts, handling inbound questions, issues, and requests end-to-end
- Triage, investigate, and resolve support tickets with urgency and precision
- Communicate with customers clearly, empathetically, and proactively — always putting their success first and never leaving an issue in an undefined state
- Investigate platform behavior, configuration issues, and data problems across a range of customer environments
- Identify when an issue requires engineering involvement and draft clear, actionable escalation summaries that enable fast resolution
- Follow escalated issues through to closure, maintaining customer-facing transparency throughout
- Work closely with Scientific Implementation Associates and Managers to ensure smooth continuity between active implementation engagements and steady-state support
- Surface recurring issues, systemic bugs, and friction points to internal product and engineering teams — advocating for fixes rather than workarounds
- Contribute to support tooling and workflow improvements, including standardized ticket structures, phase workflows, and Slack-based notification integrations
- Monitor account health across your portfolio and flag early warning signs before they become escalations
What they want
- Scientific background: A B.S. or higher in chemistry, materials science, biology, chemical engineering, or a related field — or equivalent hands-on experience in a scientific or technical environment
- Technical troubleshooting: Comfort investigating platform behavior, data problems, and configuration issues — you can reason through what's wrong even when the answer isn't obvious
- Data fluency: Comfort working with data in Excel or similar tools; Python or other scripting skills are a significant plus
- Software fluency: Hands-on comfort with scientific or technical software — ELNs, LIMS, instrument software, or data analysis tools. You pick up new tools quickly and aren't intimidated by data-heavy environments
- Communication: Strong written and verbal communication skills in English, with the ability to explain technical issues clearly to scientists and non-technical stakeholders alike
- Availability: Willingness and ability to work standard US or EU business hours, depending on regional location and assigned customer coverage
- Attention to detail: You notice what others miss, follow through without being reminded, and keep meticulous records
- Customer-first mindset: You treat an unresolved customer issue like an open loop that needs to be closed — not a ticket to be queued
What you get
- Competitive local-market compensation with performance bonus
- Fully remote with working hours aligned to US or EU business hours based on your region
- Health benefits in accordance with local regulations and market norms
- Paid time off and public holidays per local standards
- Direct mentorship from experienced implementation managers and a clear path to increased ownership
About Uncountable · Implementations
Science moves slowly — not because researchers aren't brilliant, but because their tools haven't kept up. Uncountable is changing that. We build a unified R&D platform used by the world's leading chemists, material scientists, and biologists to dramatically accelerate how new products are discovered, developed, and brought to market. Founded by engineers from MIT and Stanford, and trusted by enterprise R&D organizations across chemicals, pharmaceuticals, advanced materials, and food & beverage,…