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Support Team Lead

Seqera Labs

Seqera Labs

Customer Service
Boston, MA, USA
Posted on Saturday, August 12, 2023
*Please Note that LinkedIn requires us to list a specific location. This is a full-time position - Senior/manager level.#LI-Remote: Boston, New York, Toronto, Barcelona, US-Remote
About the role
Are you a seasoned and technically-savvy Support Leader seeking an opportunity to build and grow a team? Do you enjoy the challenge of solving complex problems and inspiring your team to do the same? Do you aspire to be part of a company that understands the crucial role support plays in the customer journey? Does working for a company at the forefront of the bioinformatics revolution sound exciting? If so, this position may be what you have been looking for.
Seqera Labs seeks a Support Leader with a proven track record building and guiding teams, and optimizing support processes. This is a hands-on leadership role where you will lead the support team, serve as the first point of escalation for complex customer issues, and partner with our Engineering, Scientific Development and Product Management teams to resolve issues and drive support process improvements.
This is a unique opportunity to join a team that is early in its evolution within a rapidly growing company. Working closely with Customer Experience Leadership, you will actively influence our direction as we plan for team expansion and develop new support offerings.

Your mission will be:

  • Team Leadership & Management: Provide management, mentoring, and guidance to the support team. Foster a collaborative environment encouraging initiative and accountability.
  • Process Establishment & Improvement: Implement and continuously refine effective support processes to manage customer requests, ticket management, escalation procedures, and documentation.
  • Customer Support & Escalation: Act as the initial escalation point for complex support issues. Use your technical expertise and problem-solving skills to ensure timely and satisfactory resolution, coordinating with other internal teams as required.
  • Performance Metrics & Evaluation: Develop and track key performance indicators (KPIs) that measure the effectiveness of the support team, such as customer satisfaction scores, ticket closure rate, and first response time. Use these metrics to drive continuous improvement and identify areas for additional training and development.
  • Strategic Planning & Coordination: Work with CX Leadership and other internal stakeholders to develop the support team's goals, and align them with the company's broader strategic objectives and initiatives.
  • Feedback & Advocacy: Channel customer feedback to our Product Management and Engineering teams to influence our product roadmap. Advocate for customer needs and actively contribute to the enhancement of Seqera's solutions.

We are looking for someone with:

  • 6+ years of experience in Cloud Support, Support Engineering, and/or Technical Support within an enterprise software company.
  • 2+ years of management experience, managing a support team of at least 6-8 people.
  • Proven experience in developing and optimizing support processes.
  • Understanding and experience in utilizing key performance indicators (KPIs) to guide support operations and drive continuous improvement.
  • Expertise in supporting complex solutions in public clouds, with deep experience in at least one of the following: AWS, GCP, or Azure.
  • Experience with containers and container orchestration solutions, such as Docker and Kubernetes.
  • Hands on Linux/Unix administration skills.
  • Exceptional problem-solving abilities in complex technical environments, with a proven ability to adapt quickly to new technologies and concepts.
  • Outstanding interpersonal skills, complemented by excellent written and verbal communication skills; fluency in English is mandatory.
  • A strong desire to foster a collaborative, transparent, and growth-oriented team culture.

Nice to have:

  • Bachelors/Masters in Computer Science or a related field highly desired, as this is a very technical role.
  • Exposure to cloud deployment, hybrid cloud / on-prem environments and High-Performance Computing (HPC).
  • Prior experience using Git.
  • Prior experience in the bioinformatics or biotechnology sector working with R&D solutions such Workflow Management, LIMS, LES, Scientific Data Management, etc.
Why join us?
By learning from and with each other, we ensure our ability to drive innovation and make better decisions toward our mission. Most importantly, our culture provides a genuinely fun, inclusive, and challenging environment that will allow you to grow while making a huge difference in human health and beyond.
What will you find working at Seqera Labs?
- Flexible working hours, and remote-friendly culture.
- International working environment with more than 25 nationalities.
- Passionate & talented team.
- Continuous skills development, including budget for training.
- Team retreats and bonding activities.
- A culture where your opinion is valued and your decisions have a real impact on the industry.
- Excitement of a fast-growing startup in a constantly changing environment.
Great benefits:
- Time off: 20 days for vacations per year, 3 days given by Seqera in December of 2023, and the national/public holidays according to your location.
- Equity
- Private health insurance with United Healthcare, dental with Delta, and vision coverage from Vision Service Plan.
- Private life insurance with Lincoln
- Investment app with Vestwell (401K)
- Home office equipment (valued over 1,000 USD)
- Subscription to Oliva, Mental Health App
- Learning and development budget per year (1,000 USD)
About Seqera
At Seqera Labs we develop software that simplifies complex data analysis pipelines. These pipelines are used for the analysis of data like DNA sequences and fMRI in applications spanning research, agritech and the clinic. Our software enables scientists to create and securely deploy their data applications in the cloud or on traditional high-performance computing infrastructure.
We are the creators and leading provider of open-source workflow orchestration software: Nextflow. We connect data pipelines, cloud infrastructure and enable collaboration across life sciences, healthcare, imaging and machine learning. Nextflow is used by thousands of organizations of all sizes—from startups to large enterprises— to manage their data analysis and get results fast.
From personalized immunogenic vaccines to sequencing-based diagnostics, Seqera's customers are performing the most critical work on this planet. We believe in a future where scientific applications and massive datasets join forces to deliver incredible outcomes.
You should know
Seqera Labs is proud to be an equal-opportunity employer. However you identify or whatever your journey to this point, we welcome all candidates to apply for the position that inspires them. Come join us and help us build a global company that everyone is proud to be part of.
As we scale, we constantly improve our in-office and WFH environments and learn to help everyone have the best setup for our company's success and your personal development, while always keeping the human touch in every aspect of our lives.