Senior Customer Support Engineer

As the amount of biomedical data types and scale continues to grow, old ways of working with data hold back the pace of progress — fragmented data, overwhelming omics, complex manual work, analysis backlogs, friction in secure collaboration, and barriers to distributing workflows. We had a conviction about how to move us closer to a future of precision medicine by making it ten times faster and one-tenth the cost to generate knowledge, develop better treatments, and improve patient outcomes.

And so Manifold began its journey. We are a health research infrastructure company that enables researchers to focus on the high-impact research that matters most, by taking care of all the other stuff that gets in the way.

About The Role

We are seeking an experienced Senior Customer Support Engineer to contribute to Manifold’s fast-growing team and fast-growing customer base. Your role is essential in delivering exceptional service and ensuring a positive experience with our product for some of the largest and most impactful organizations in the healthcare industry. You will be the point of contact for our customers, provide timely answers to their questions, resolve technical challenges, and complete engineering tasks.

The ideal candidate will be adept at maintaining focus and professionalism while navigating escalated or demanding customers, will be able to balance competing priorities, and will become a configuration expert on Manifold’s product suite. You will be a key part of Manifold’s Customer Delivery team, while working collaboratively with cross-functional teams to drive customer satisfaction. You will play a large part in scaling and evolving our support processes and tools to meet our ambitious growth and our future customer needs.

What You’ll Do

• Provide timely, professional resolution to customer technical questions and issues. Troubleshoot and resolve those issues by diagnosing root causes and providing effective solutions. Complete customer configuration and engineering support tasks in a high-quality, timely manner.
• Proactively monitor system health and performance metrics to identify potential issues before they impact users. Monitor and maintain customer data pipelines and technical workflows.
• Be an expert on Manifold’s product suite. Assist in building Manifold’s customer and internal knowledge hub. Identify trends in support issues and propose systematic solutions.
• Collaborate with cross-functional teams to provide timely customer resolution, relay customer feedback, improve product adoption and user experience, and drive customer satisfaction.
• Help to scale Manifold’s support function by evolving support processes and deploying new tools.
• Continually improve the customer experience through feedback, process improvement, and innovation.

What You’ll Bring

• 2 to 5 years of experience in a customer-facing support or engineering role in a SaaS environment.
• Experience with the rapid pace and urgency that comes with high-growth, early stage companies.
• You love working with customers, resolving their issues, and ensuring a delightful product and service experience.
• You are transparent, empathetic and can concisely relay key facts. You distill complex technical concepts to end users, and translate customer requests to technical requirements and resolution.
• A passion for problem solving. You are curious, resourceful and eager to solve new problems.
• You work well as part of a team, and can build partnership and trust across teams. You are nimble and can work in a fast-paced, dynamic environment.
• Bachelor’s degree preferred, but not required.