Digital Science

2 weeks ago

Elements & Figshare Customer Support Specialist (US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Provide responsive, high-quality technical support for Figshare and Elements to researchers, administrators, librarians, and institutional IT teams. Triage and troubleshoot support tickets, communicate clearly throughout each case, and escalate complex issues to product or engineering teams. Support configuration and change requests through database and UI customizations, maintain help resources and knowledge base content, and stay current on releases to advise accurately—ideally while working PST hours.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Deliver responsive, high-quality technical support for Figshare and Elements users, including researchers, administrators, and institutional IT teams.
•Triage incoming support tickets, troubleshoot issues, identify resolution paths, and communicate clearly with users through 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 specifications.
•Contribute to a shared knowledge base by drafting, editing, and maintaining documentation and help resources, and stay current with product updates and releases.

Key Requirements

•Excellent verbal and written communication skills in English, with the 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.
•Familiarity with relational databases (e.g., MySQL or MariaDB) and structured data formats like CSV, JSON, or XML.
•Comfortable using command-line tools and navigating Linux-based systems.

Skills:CommunicationTroubleshootingProblem-solvingAttention to detailIndependent work

Languages:English

Tech Stack:MySQLMariaDBCSVJSONXMLLinuxPythonAPIsShibbolethMicrosoft ADAmazon S3ZendeskFreshdeskFrontJira

Company Brief

Digital Science

Digital Science provides software and AI-driven tools and services for the research ecosystem, supporting researchers, institutions, funders and publishers through products like Dimensions, Altmetric, Figshare, Overleaf and ReadCube.

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: London, United Kingdom

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Digital Science

2 weeks ago

Elements & Figshare Customer Support Specialist (US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Deliver responsive, high-quality technical support for Figshare and Elements users, including researchers, administrators, and institutional IT teams.
•Triage incoming support tickets, troubleshoot issues, identify resolution paths, and communicate clearly with users through 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 specifications.
•Contribute to a shared knowledge base by drafting, editing, and maintaining documentation and help resources, and stay current with product updates and releases.

Key Requirements

•Excellent verbal and written communication skills in English, with the 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.
•Familiarity with relational databases (e.g., MySQL or MariaDB) and structured data formats like CSV, JSON, or XML.
•Comfortable using command-line tools and navigating Linux-based systems.

Skills:CommunicationTroubleshootingProblem-solvingAttention to detailIndependent work

Languages:English

Tech Stack:MySQLMariaDBCSVJSONXMLLinuxPythonAPIsShibbolethMicrosoft ADAmazon S3ZendeskFreshdeskFrontJira

Company Brief

Digital Science

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: London, United Kingdom

Founded: 2010

Glassdoor: 3.5

Website LinkedIn Glassdoor