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

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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.


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.

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