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. 

 

Responsibilities:

  • 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.

Requirements

Required Education/Experience:

  • 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.

Technical Skills:

  • 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

Personality traits

  • 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

Preferred:

  • Experience working in an Agile environment

  • Experience working with external customers

  • Experience with AWS, Microsoft Azure and Confluence