Customer Success Engineer

An exciting opportunity presents itself for a Customer Success Engineer at Protein Metrics. Protein Metrics is the leading provider of proteomics analysis software that allows scientists to perform highly-accurate analyses on the data generated from mass spectrometry and other analytical platforms. Our customers include 150+ biopharma companies and 300+ academic organization.

Customer Success is at the core of Protein Metrics’ growth strategy. As the Customer Success Engineer, you will be responsible for providing technical support for Protein Metrics applications. You will work with a global team, deploying, upgrading, monitoring, troubleshooting and maintaining customer cloud- and desktop-based systems.

This is a full-time remote role, based in the U.S.

Responsibilities include, but not limited to:

• Configure and administer Protein Metrics applications on Linux and Windows desktop, server, and cloud environments.
• Communicate with end users and their IT to configure our enterprise software solution.
• Provide direct customer support to technical/non-scientific queries including performing forensics, investigating logs, and general troubleshooting
• Maintain, upgrade, and migrate Protein Metrics applications for customers.
• Conduct root cause analysis following incidents and suggest implementing preventative actions.
• Interface with the product management and engineering teams to set development task priorities based on customer needs.
• Interface with professional services to provide custom application configurations, business application integrations, and general customizations.

Qualifications

• B.S./M.S. or higher with minimum 1 year of working experience
• Proficiency in Linux and Windows OS.
• Experience with cloud platforms (AWS, Azure, and GCP) and web-based software solutions.
• Experience with monitoring tools such as AWS CloudWatch, DataDog, Prometheus.
• Experience in at least one scripting language (Python and JavaScript preferred)
• Excellent communication skills both verbal and written.
• Good organizational skills.
• Proven experience of supporting a cloud environment is desirable.
• Previous experience in a customer-facing role is desirable.
• Industry qualifications are desired but not essential.

About Protein Metrics

Protein analysis should never be limited by software. With a clear focus on protein characterization, Protein Metrics' vendor-neutral software allows scientists to use data generated on analytical instruments like mass spectrometers to quickly identify and report protein sequences as well as any variations from the expected form. We innovate so that biopharmaceutical companies and university research labs can achieve confident results from their analysis and reporting. With our customers, we are boldly advancing protein characterization. Protein Metrics is headquartered in Cupertino, CA at the crossroads of computing and biotechnology in the San Francisco Bay Area. For more information, visit http://www.proteinmetrics.com.