Elements & Figshare Customer Support Specialist (US)

Digital Science•,

9d•Remote

About The Position

We are Digital Science, a pioneering technology company advancing the research ecosystem with a vision of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative, and inclusive research. As a Support Specialist for Figshare and Elements, you will play a critical role in delivering a seamless support experience across both products. You’ll work with a diverse user base—including researchers, administrators, librarians, and IT staff—supporting both individual users and institutions. You’ll be part of a globally distributed team focused on continuous learning and delivering outstanding customer experiences. Your success will be measured by customer satisfaction, resolution times, and your ability to build trust with users navigating two critical Digital Science platforms. Strong preference for someone willing to work PST hours.

Requirements

Excellent verbal and written communication skills in English, with an ability to explain technical concepts clearly to non-technical audiences.
Experience providing customer support in a SaaS or technical environment, ideally with academic, research, or institutional clients.
Strong troubleshooting and problem-solving skills with a methodical approach to investigating issues.
Ability to manage multiple tasks and priorities efficiently while maintaining attention to detail.
Familiarity with relational databases (e.g., MySQL or MariaDB) and working with structured data formats like CSV, JSON, or XML.
Comfortable using command-line tools and navigating Linux-based systems.
Ability to work independently while contributing to a distributed, collaborative team.

Nice To Haves

Knowledge of the academic research ecosystem, including repositories, open access mandates, research information management systems, or scholarly communication.
Basic scripting (e.g., Python) or configuration skills helpful for support automation or database customisation.
Familiarity with APIs, SSO (e.g., Shibboleth, Microsoft AD), or cloud storage systems (e.g., Amazon S3).
Experience writing or maintaining customer-facing documentation or internal support resources.
Exposure to ticketing tools (e.g., Zendesk, Freshdesk, Front, Jira), monitoring systems, or knowledge base platforms.

Responsibilities

Deliver responsive, high-quality technical support for both Figshare and Elements users, including researchers, administrators, and institutional IT teams.
Triage incoming support tickets, troubleshoot issues, identify resolution paths, and communicate clearly and empathetically with users throughout the ticket lifecycle.
Escalate complex issues appropriately to product, engineering, or implementation teams, while ensuring clear documentation and follow-through.
Support configuration and change requests by applying database or UI-level customizations according to client needs and documented specifications.
Contribute to a shared knowledge base by drafting, editing, and maintaining internal documentation, canned responses, and external help resources.
Stay current with product updates and releases to ensure accurate, timely advice and troubleshooting for new features and known issues.
Assist implementation and onboarding efforts by supporting configuration tasks, staging environments, or basic client training as needed.
Develop cross-product knowledge across Figshare and Elements to support customers with integrations or workflows that span multiple Digital Science tools.
Participate in regular team standups and knowledge-sharing sessions, offering input on ticket handling and lessons learned.
Collaborate with support peers, product teams, and customer engagement teams to continuously improve support processes and advocate for the user experience.
Track and update relevant systems and customer summaries to ensure accurate context and continuity of support.