Scientific Support Specialist

Thank you for your interest in Uncountable Implementations!Scientific Support SpecialistAbout UncountableScience 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, Uncountable is on a mission to accelerate industrial R&D by an order of magnitude.

We're a high-impact team that moves fast and gives people real ownership from day one.The RoleThis 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. You'll triage and resolve inbound support tickets, investigate platform behavior, coordinate with the Scientific Implementations team on continuity across accounts, and escalate clearly to engineering when needed.

You'll also play a proactive role in identifying patterns, improving processes, and making sure issues get fixed - not just worked around.This is a fully remote position. Depending on your regional location, you will work during standard US or EU business hours to provide consistent, real-time coverage for your assigned customer accounts. Strong communication habits and the ability to operate independently are essential.What You'll DoOwn Steady-State Customer SupportServe as the primary point of contact for a portfolio of SMB and designated mid-market accounts, handling inbound questions, issues, and requests end-to-endTriage, investigate, and resolve support tickets with urgency and precisionCommunicate with customers clearly, empathetically, and proactively - always putting their success first and never leaving an issue in an undefined stateTroubleshoot and Escalate EffectivelyInvestigate platform behavior, configuration issues, and data problems across a range of customer environmentsIdentify when an issue requires engineering involvement and draft clear, actionable escalation summaries that enable fast resolutionFollow escalated issues through to closure, maintaining customer-facing transparency throughoutCollaborate with the SI and Engineering TeamsWork closely with Scientific Implementation Associates and Managers to ensure smooth continuity between active implementation engagements and steady-state supportSurface recurring issues, systemic bugs, and friction points to internal product and engineering teams - advocating for fixes rather than workaroundsContribute to support tooling and workflow improvements, including standardized ticket structures, phase workflows, and Slack-based notification integrationsBe Proactive, Not ReactiveMonitor account health across your portfolio and flag early warning signs before they become escalationsAnticipate the follow-up question, not just the one that was askedDocument ticket history, resolution steps, and account-specific context meticulously - so knowledge is shared, not siloedYour First 180 DaysMonth 1: Develop deep fluency in Uncountable's platform and support workflows.

Begin triaging and resolving inbound tickets under the guidance of senior team members, learning the common failure modes, resolution patterns, and escalation pathways.Months 2 - 3: Take increasing ownership of your assigned account portfolio. Handle tickets end-to-end with growing independence, contribute to process documentation, and begin identifying systemic issues worth escalating internally.Months 4 - 6: Operate as the trusted, primary point of contact for your accounts. Drive measurable improvements in resolution time and customer satisfaction, and play an active role in shaping how we scale steady-state support as the customer base grows.

Requirements

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 environmentTechnical troubleshooting: Comfort investigating platform behavior, data problems, and configuration issues - you can reason through what's wrong even when the answer isn't obviousData fluency: Comfort working with data in Excel or similar tools; Python or other scripting skills are a significant plusSoftware 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 environmentsCommunication: Strong written and verbal communication skills in English, with the ability to explain technical issues clearly to scientists and non-technical stakeholders alikeAvailability: Willingness and ability to work standard US or EU business hours, depending on regional location and assigned customer coverageAttention to detail: You notice what others miss, follow through without being reminded, and keep meticulous recordsCustomer-first mindset: You treat an unresolved customer issue like an open loop that needs to be closed - not a ticket to be queuedPreferred

Qualifications

Hands-on lab experience - time spent running experiments gives you instant credibility with our customersExperience in a customer-facing, support, or technical consulting roleDemonstrated proficiency using Gen AI / LLM tools (e.g., Claude, ChatGPT, Copilot) as genuine productivity and problem-solving instruments in a professional contextFamiliarity with ticketing and workflow tools (Jira, Linear, or similar)Exposure to data management concepts: structured spreadsheets, databases, ELNs, or LIMSPython or scripting experience for data investigation or processingFamiliarity with more than one scientific domain (e.g., coatings and polymers, or pharma and food science)Why This RoleReal ownership, fast: You'll own a customer portfolio from day one - not shadow someone else's work for six months before touching anythingA front-row seat to industrial R&D: You'll work with scientists and engineers across some of the world's most innovative companies, developing next-generation materials, formulations, and productsDirect product influence: The patterns you surface from the field will shape what Uncountable builds next - your escalations aren't noise, they're signalAn engineering-first culture: You'll work closely with our engineering and product teams, with a real voice in shaping the platformA truly global team: You'll collaborate daily with colleagues across the Americas and Europe, embedded in a team that has operated across time zones from the start

Benefits

Competitive local-market compensation with performance bonusFully remote with working hours aligned to US or EU business hours based on your regionHealth

Benefits

in accordance with local regulations and market normsPaid time off and public holidays per local standardsDirect mentorship from experienced implementation managers and a clear path to increased ownershipCompensation: $25K - $40K • Offers Bonus • Multiple RangesLatin America (varies by country) • $25K - $40K • Offers BonusEastern Europe (varies by country) • €30K - €45K • Offers BonusFind more English Speaking Jobs in United Kingdom on Arbeitnow