Serve as the primary point of contact for a portfolio of SMB and designated mid-market accounts, handling inbound questions, issues, and requests end-to-end
Triage, investigate, and resolve support tickets with urgency and precision
Communicate with customers clearly, empathetically, and proactively — always putting their success first and never leaving an issue in an undefined state
Investigate platform behavior, configuration issues, and data problems across a range of customer environments
Identify when an issue requires engineering involvement and draft clear, actionable escalation summaries that enable fast resolution
Follow escalated issues through to closure, maintaining customer-facing transparency throughout
Work closely with Scientific Implementation Associates and Managers to ensure smooth continuity between active implementation engagements and steady-state support
Surface recurring issues, systemic bugs, and friction points to internal product and engineering teams — advocating for fixes rather than workarounds
Contribute to support tooling and workflow improvements, including standardized ticket structures, phase workflows, and Slack-based notification integrations
Monitor account health across your portfolio and flag early warning signs before they become escalations
Anticipate the follow-up question, not just the one that was asked
Document ticket history, resolution steps, and account-specific context meticulously — so knowledge is shared, not siloed

Scientific background: A B.S. or higher in chemistry, materials science, biology, chemical engineering, or a related field — or equivalent hands-on experience in a scientific or technical environment
Technical troubleshooting: Comfort investigating platform behavior, data problems, and configuration issues — you can reason through what's wrong even when the answer isn't obvious
Data fluency: Comfort working with data in Excel or similar tools; Python or other scripting skills are a significant plus
Software fluency: Hands-on comfort with scientific or technical software — ELNs, LIMS, instrument software, or data analysis tools. You pick up new tools quickly and aren't intimidated by data-heavy environments
Communication: Strong written and verbal communication skills in English, with the ability to explain technical issues clearly to scientists and non-technical stakeholders alike
Availability: Willingness and ability to work standard US or EU business hours, depending on regional location and assigned customer coverage
Attention to detail: You notice what others miss, follow through without being reminded, and keep meticulous records
Customer-first mindset: You treat an unresolved customer issue like an open loop that needs to be closed — not a ticket to be queued

Hands-on lab experience — time spent running experiments gives you instant credibility with our customers
Experience in a customer-facing, support, or technical consulting role
Demonstrated proficiency using Gen AI / LLM tools (e.g., Claude, ChatGPT, Copilot) as genuine productivity and problem-solving instruments in a professional context
Familiarity with ticketing and workflow tools (Jira, Linear, or similar)
Exposure to data management concepts: structured spreadsheets, databases, ELNs, or LIMS
Python or scripting experience for data investigation or processing
Familiarity with more than one scientific domain (e.g., coatings and polymers, or pharma and food science)

Competitive local-market compensation with performance bonus
Fully remote with working hours aligned to US or EU business hours based on your region
Health benefits in accordance with local regulations and market norms
Paid time off and public holidays per local standards
Direct mentorship from experienced implementation managers and a clear path to increased ownership

Remote (Worldwide)

Structure: You'll work closely with Scientific Implementation Associates and Managers and collaborate with engineering and product teams.

Month 1: Develop deep fluency in Uncountable's platform and support workflows. Begin triaging and resolving inbound tickets under the guidance of senior team members, learning the common failure modes, resolution patterns, and escalation pathways.
Months 2–3: Take increasing ownership of your assigned account portfolio. Handle tickets end-to-end with growing independence, contribute to process documentation, and begin identifying systemic issues worth escalating internally.
Months 4–6: Operate as the trusted, primary point of contact for your accounts. Drive measurable improvements in resolution time and customer satisfaction, and play an active role in shaping how we scale steady-state support as the customer base grows.

Real ownership, fast: You'll own a customer portfolio from day one — not shadow someone else's work for six months before touching anything
A front-row seat to industrial R&D: You'll work with scientists and engineers across some of the world's most innovative companies, developing next-generation materials, formulations, and products
Direct product influence: The patterns you surface from the field will shape what Uncountable builds next — your escalations aren't noise, they're signal
An engineering-first culture: You'll work closely with our engineering and product teams, with a real voice in shaping the platform
A truly global team: You'll collaborate daily with colleagues across the Americas and Europe, embedded in a team that has operated across time zones from the start

This is a fully remote position.
Work during standard US or EU business hours depending on regional location.
Strong communication habits and the ability to operate independently are essential.

Uncountable Inc. is hiring a Scientific Support Specialist