Elements & Figshare Customer Support Specialist (US)

About us We are Digital Science and we are advancing the research ecosystem. We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us? Your new role - At Digital Science, we put our customers at the core of everything we do. Figshare and Elements are two leading research infrastructure solutions that support the management, sharing, and reporting of research outputs and activities. Figshare enables institutions and researchers to store, manage, and openly share a wide range of research materials. Elements, part of the Symplectic suite, offers a powerful platform for research information management, enabling institutions to collect, curate, and showcase scholarly activity. 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 operating under deeply embedded academic and government customer agreements. 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. Please note, strong preference for someone willing to work PST hours. What you’ll be doing 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. What you’ll bring to the role 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. Additional Nice to have skills: 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. Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitate to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application. Living our Values We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective. The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are: We are brave in the pursuit of better We are collaborative and inclusive We are always open-minded We are from and for the community At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research. We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively. As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.