Application Support Developer

Remote from: Europe, France, Germany, Spain, UK
Job function: Technical Support
Job type: Full Time,
Job posted: 16 Aug 2023
Apply before: 16 Oct 2023
Industry: Information Technology & Services

We track and collate online conversations surrounding academic content.

We are Digital Science and we are advancing the research ecosystem.
We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research.
In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team.

Your New Role

We’re looking for an Application Support Developer to join our technical team. You’ll be adept at resolving technical customer queries, helping users get the most out of products – including APIs and data services – and be a strong advocate for improving customer experience.

As the primary internal point of contact for technical customer queries and issue diagnosis, you’ll work closely with our Hub Support team, partner with Product Managers and Development teams to get new customers up and running, resolve customer issues, and be a subject-matter expert in technical customer conversations.

Whether you’re digging into a sticky issue, talking a customer through their technical options, or working with the team to spec out new internal tools, you’ll need to be proactive about delivering timely and expert service, and have a great eye for detail.

The location for this role is flexible, and the successful candidate could choose to work remotely, ideally from a European or East Coast US time zone. We have European offices in both London and Iași.

What you’ll be doing

Answering 2nd line technical support tickets, performing an issue diagnosis and collaborating with the relevant Product Managers and developers to report and help resolve technical issues
Identifying, documenting, reporting bugs and customer feature requests to share with our Product and Development teams
Acting as a customer advocate by providing continuous feedback regarding internal support processes, product improvements and customer use cases
Helping customers leverage data via our APIs and find the best solution to integrate our data into their systems and dashboards
Providing technical support to the sales teams, e.g. joining calls to review potential implementations, conduct data reviews and assist customers in understanding API use cases and integration options in their existing platforms
Spotting trends in technical support issues and working with Product Development to identify long-term solutions or improvements
Acting as stakeholder for internal tooling improvements, ensuring the needs of the customer support team are represented

What you’ll bring to the role

Technical

At least 2 years’ experience in a Support Developer role, ideally providing technical support in a technology company
Basic programming experience and an understanding of interacting with APIs
Experience debugging, determining the root of issues (a “premium triage”) in order ro enable the developers to resolve complex technical issues. The most common interfaces you will be working with are web-based applications (Ruby, PHP), Altmetric or customer integration APIs and databases (MongoDB, PostgreSQL)
Adept at translating complex technical issues and liaising between internal and external stakeholders
An understanding of basic programming concepts such as variables, loops and functions
Foundational knowledge of databases
Some basic knowledge of XML & HTML
Comfortable grasping complex technical concepts, and an eagerness to build on existing technical literacy

Customer Support

Customer-focused mindset and passionate about providing an outstanding customer support experience
Excellent project and time management skills, and a keen eye for detail
Exceptional communication skills in English, both written and verbal
Experience in dealing with a diverse range of customers and ability to communicate with people at all levels of understanding and background, internally and externally, remotely and in-person, by tailoring your approach accordingly
Strong problem-solving, analytical and critical thinking skills
A proactive approach and commitment to providing a great customer experience

Desirable Knowledge & Experience

Experience using helpdesk solutions (e.g. Freshdesk, Zendesk, Salesforce Service Cloud) and CRM tools (e.g. Salesforce)
Domain knowledge in the area of scientific research, scholarly publishing and related tools and online platforms

Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.

Living Our Values

We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.

The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:

We are brave in the pursuit of better
We are collaborative and inclusive
We are always open-minded
We are from and for the community

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Additional Information

Please note that, in light of vaccination mandates for US Government contractors, Digital Science requires that all US-based employees are fully vaccinated against COVID-19, subject to approved accommodations.

About Digital Science

Digital Science is a technology company working to make research more efficient.

We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open and effective.

Our portfolio includes admired brands including Altmetric, Anywhere Access, Dimensions, Figshare, ReadCube, Symplectic, IFI Claims, GRID, Ripeta, Writefull, Gigantum and Overleaf.

We believe that together, we can help researchers make a difference.

Apply now >