We are seeking an Application Support Technician to join our clients busy and growing team. This is a customer-facing technical support role ideal for a self-motivated, service-oriented individual who enjoys helping users solve complex technical problems. You’ll work directly with customers to troubleshoot issues, implement solutions, and ensure the success of their use of the clients products and solutions. Successful applicants will have a passion for serving customers and a proactive approach to troubleshooting technical issues.

You will thrive in the role if you have a passion for problem-solving, teamwork, and delivering excellent results. This role requires strategic, integrated thinking along with technical experience working with a variety of technologies.

The ideal candidate is comfortable juggling both technical problem-solving and day-to-day support needs, ensuring that all users, regardless of technical background, receive timely, accurate, and thoughtful assistance.

Requirements:

📌 English: Advanced

✅ Strong written communication skills with the ability to create clear and actionable documentation for both internal teams and end users.

✅ Ability to analyze logs, identify faults, and trace root causes across distributed systems.

✅ Comfortable working in a fully remote, asynchronous team environment and independently managing workload and priorities.

✅ Commitment to maintaining HIPAA compliance, security best practices, and data privacy.

✅ Proficiency with Linux command-line tools and troubleshooting services running on remote hosts.

✅ Fluent in Python scripting and hands-on experience with containerized applications (e.g., Docker), particularly in research or scientific computing contexts.

✅ Experience working with or supporting Python SDKs, APIs, and command-line tools, and helping others understand how to use them effectively.

✅ Possess an eye for process reproducibility and data integrity, and you value clear, well-tested solutions.

✅ Familiar with, or eager to learn about, scientific domains such as biomedical imaging, machine learning workflows, or data analysis in life sciences.

Responsibilities:

● Respond to customer inquiries related to data pipelines, the client`s application usage, SDKs, and software integration issues.

● Assist customers with basic code translation and debugging (primarily in Python), particularly when helping users adapt or integrate code.

● Provide advanced technical support and guidance for clients' applications, containerization (Docker), SDK, and platform usage best practices.

● Contribute user-facing documentation and quick-start guides; participate in customer training as needed.

● Support data migration processes by advising customers on formatting, compatibility, and uploading historical and public datasets.

● Diagnose complex performance or integration issues, escalating to SSE or Engineering teams following established protocols.

● Access customer environments (with authorization) to diagnose and resolve issues directly, including inspecting data uploads, pipeline configuration, and execution logs.

● Monitor and enforce SLA response and resolution timelines, ensuring a responsive and customer-centric support experience.

● Identify trends in support cases and provide input on automation opportunities, tooling improvements, and internal processes.

⏳ Full-time

📍 Latam - Remote work