Spotfire Client Support Engineer - Waltham

Compensation

: $94,360.00 - $141,170.00 /year *

Employment Type

: Full-Time

Industry

: Engineering



Job Title

Spotfire Client Support EngineerGuelph, Kitchener, Waltham

Job Specifications

Qualifications

  • Bachelors Degree (MS or PhD preferred) in Bioinformatics, Biostatistics, Cheminformatics, Data Science, Mathematics, Statistics, or related technical degree
  • Superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues in TIBCO Spotfire and PKI products created addons for Spotfire- Lead Discovery, Omics Office, etc.
  • Understanding of Bioinformatics, Cheminformatics, Data Science and Data Analytic workflows
  • PhD preferred with evidence of impact in bioinformatics applied to real life problems, ideally within a biomedical research or clinical environment
  • Experience in translational and/or clinical researchwith an understanding of bioinformatics programming and of biological and clinical problems
  • Understanding data collection and modeling to analyze biological data.
  • Superior verbal and writing skills and demonstrated ability to articulate complex concepts
  • High attention to detail and demonstrated ability to deliver extremely high quality knowledge to our customers.
  • Demonstrated skills in case management and case quality.
  • Excellent communication and effective problem-solving skills.
  • Understand existing and how to create and interpret data algorithms
  • Soft Skill Requirements

  • Ability to handle customer expectations
  • Intrinsic understanding of the Global Support Mission and Vision to deliver the highest level of Technical Support and Customer Satisfaction.
  • Primary Responsibilities

  • Analyze and Troubleshoot issues/errors submitted by end users in the scientific community and internally
  • Provide email/GoToMeeting/phone consultation to troubleshoot, debug and solve customers issues
  • Provide guidance and assistance to customers with implementation and use of TIBCO Spotfire and scientific addons and data analysis
  • Engage in technical and tactical discussions with members of the team about how to approach technical problems.
  • Understand the problems reported by customers and reproduce locally
  • Accurately and completely document problems, solutions, and defects in the Support call tracking system (Salesforce Service Cloud)
  • Investigate and provide workarounds as applicable
  • Collaborate with other departments, such as Product Management, Product Engineering and Professional Services as required
  • Continually learn and expand your knowledge of TIBCO Spotfire and PKI Addons for Life Sciences including the upcoming AI solutions
  • Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts.
  • ? Special Skills & Knowledge

  • Knowledge of Spotfire or another analytics platform is a big plus
  • IronPython, R,C# understanding of statistical tools used for data analytics used by data scientists
  • Experiance working with Medidata Rave data
  • Background in Life Sciences understanding analysis and constructs of domain specific data - Understanding of the workflows in Scientific Research
  • Key Competencies

  • Customer focus
  • Troubleshooting ability
  • Good English oral and written communication skills
  • Problem solving and analytical capabilities
  • Planning, Prioritizing and Reporting
  • Attention to detail and a concern for quality
  • Key Accountabilities

    Strategic

  • Implement and promote use of consistent, efficient and quality to handle enterprise application support
  • Ensure compliance with company and customer QA policies, procedures and best practices
  • Work with PKI Product Management to ensure we have proper documentation and stay up to date on our scientific solutions
  • Create, maintain and assume accountability for a culture of high customer service
  • Operational

  • Track support cases through their life cycle with a focus on meeting established SLAs
  • Work with R & D to escalate and track support cases that require software patches/ upgrades
  • Plan, allocate and manage support activities efficiently
  • #LI-JJ1

    PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
    Associated topics: bio, bioinformatic, biophysics, biosynthetic, enzyme, msat, parenteral, pathogenesis, pharmaceutical, therapeutic * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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