Technical Support Specialist for Web and Enterprise Solutions (Katalyst D2D and Luminata)

Description

A Technical Support Specialist will work within the ACD/Labs Technical and Scientific Services team to support existing customers with a focus on software licensing, installation and troubleshooting of Enterprise and Web-based products.

The ideal candidate will be an adept problem solver, with the ability to explain complex ideas clearly and a broad knowledge of IT concepts and infrastructure. They will be able to work well within a team, have an eye for detail, be self-motivated, and be willing to learn and demonstrate new features of an evolving suite of chemistry software packages.

Responsibilities and Expectations

• Build an in-depth knowledge of the company’s existing and planned products and services associated with Enterprise Products, server applications, web applications, licensing mechanisms, and databases.
• Develop an in-depth expertise of ACD/Labs’ core software products and can effectively troubleshoot issues with accurate and timely responses.
• Clearly communicate software capabilities and issues to various clients through documentation or by conducting basic online training sessions.
• Assist with software upgrades and installations in both local and enterprise environments.
• Coordinate and communicate effectively with other ACD/Labs’ teams, including Application Scientists, Professional Services, Software Development, and Sales.

Requirements

Education: The candidate will have a Computer Science Diploma or a degree in Computer Science.

Required Skills

• Soft skills
  • Ability to learn new skills quickly
  • Capability to work independently
  • Problem solving, able to recognize when to reach out when help is needed
  • Ability to multitask and prioritize
  • Work under pressure/stress and to deadlines
  • Take responsibility and a cautious approach
• Regular Activities
  • Configuration of software (desktop/web)
    • Remote
    • On premise
  • Troubleshooting issues
  • Preparation of technical documentation
  • Interaction with customers, developers, testers, managers, application scientists
• Communication
  • English (spoken/written)
  • Customer facing experience
  • Experience with preparing technical documentation
  • Ability to explain complex ideas clearly
  • Capable of interacting with people across multiple levels and disciplines, including: customers, developers, testers, managers, application scientists, and management
• Windows System Administration
  • General understanding of domain administration
  • Features and Roles
  • Understanding of Directory Services AD/LDAP
  • Networking principals
• Linux System Administration
  • Familiar with flavors of Linux
  • Familiarity working with Terminal
• Databases
  • Understanding of database concepts
    • Database connectivity
    • Structure
    • Architecture
    • Ability to interpret simple SQL Queries (nice to have)
  • Preferably some exposure to Mongo, Postgres, Oracle
• Chemistry
  • General chemistry knowledge is a plus in terms of understanding the project specificities
  • Knowledge of chemical structures, analytical data, and data types
• Technology
  • Understanding or cloud concepts and providers, RDS databases, and VMs

Bonus Skills

• Oracle and PostgreSQL installation and configuration
• Citrix experience
• Knowledge of Cheminformatics workflows

An ideal candidate will be able to work well within a team, excel at problem solving, have an eye for detail, be self‐motivated, and be willing to learn and demonstrate new features of an evolving suite of chemistry software packages.