Job Description
Serve as the single point of truth for all customer support activities, taking ownership and ensuring transparency across related processes. Develop deep, hands-on knowledge of the product. Ensure implementation of SLAs in accordance with contractual terms and regulatory requirements. Independently handle Tier 1 Support by responding to customer support requests, investigating support issues, and providing guidance.
Collaborate closely with the Engineering team on Tier 2 (Infrastructure) and Tier 3 (Development) support, documenting issues and suggesting resolutions. Work closely with the Product team at Tier 4 (Product Ownership) to handle feature requests, offer insights, and report missing features. Join customer meetings and contribute to product documentation.
About Genestack
Genestack tackles bioinformatics challenges, providing software tools that streamline discovery and accelerate precision medicine, drug development, and bioinformatics research.