Location: Branford, CT
Job Type: Full-time, Work Environment: Research Laboratory and shared workspace. 10-20% Travel.
Ancera is a pioneer in the development and commercialization of Microbial Security products. Ancera’s flagship PIPER platform is the fastest microbial quantification and characterization solution across the food, agriculture, and livestock supply chains.
Powered by patented MagDrive technology, PIPER generates pathogen and microbiome data in hours instead of weeks. The PIPER analytics engine aggregates microbial data in an operational context. This enables verifiable chain of custody and microbial risk assessment at each point in the supply chain.
Ancera is currently looking for an experienced technical support engineer to put in place and oversee support systems and processes for customers using our PIPER platform.
Manage Customer Support Operations around PIPER technology
Institute processes to field incoming support requests from customers via telephone, email and other means.
Build a team (internal and subcontractors) to provide first tier support to external customers, triaging to engineering team as needed. Ensure knowledge transfer between team members.
Track, follow-up and resolve customer outstanding issues in a timely manner. Escalate issues, when required, to appropriate Ancera team members.
Manage post-resolution follow-ups to support requests.
Implement a process for knowledge base article creation for internal and customer use.
Manage customer/remote installs of PIPER units and resolve ongoing challenges. Periodic travel for on-site installation/troubleshooting may be required.
Work with PIPER engineers to create custom scripts for unique data handling situations.
Working with Application Science and Product Development teams, communicate voice-of-the customer feedback and participate in internal roadmap strategy discussions.
Oversee internal network activities
Manage office-IT staff and contractors.
Manage cloud-based storage services (AWS, Microsoft Azure).
Suggest updates and improvements for increased efficiency.
STEM degree or IT-related discipline
Minimum five (5) years experience in a technical operations and customer support role
Minimum two (2) years directly managing a help center organization.
Experience with mobile device and application support
Experience with Windows based operating systems, RDP, VPN
Experience with databases and related tools to query and analyze data
Experience implementing and maintaining system and network security protocols
Experience administering Office 365
Experience implementing help center systems and managing help center staff
Passionate about working on challenging disruptive technologies
Self-starter who can work independently and within a team
Excellent interpersonal skills and ability to work well with personnel at all levels
Confident asking questions as well as exchanging feedback with other team members
Must have absolute attention to detail, written and verbal communication skills
Perform well under fast paced and challenging product and market requirements
Highly organized with the ability to prioritize and advance competing priorities
Considerable problem solving and decision-making skills
Able to contribute technically to projects outside of their responsibility
Ability and desire to learn new tools and technologies
Polite, persistent and patient
Ability to travel 10-20% of time and work in a scheduled on-call rotation
Experience working in an Agile environment
Experience working with external customers
Experience with AWS, Microsoft Azure and Confluence