Overview
Customer Support Specialist (Remote) Jobs in United States at Sundayy
Title: Customer Support Specialist (Remote)
Company: Sundayy
Location: United States
About The Company
Neumo is a leading innovator in the development and deployment of advanced scientific and medical instrumentation solutions. Committed to enhancing research, diagnostics, and clinical workflows, Neumo specializes in delivering cutting-edge products that integrate seamlessly with existing systems. Our company fosters a collaborative and dynamic environment, emphasizing continuous improvement, technological excellence, and customer satisfaction. With a global presence and a dedicated team of professionals, Neumo strives to set industry standards through innovation, quality, and exceptional support services.
About The Role
The Principal Support Specialist at Neumo plays a pivotal role in delivering strategic, expert-level technical support for our core products and applications. This position involves diagnosing and resolving complex technical issues faced by our customers, leveraging automation tools and instrumentation to ensure swift and effective resolutions. The role also includes mentoring junior support staff, collaborating with cross-functional teams such as engineering, QA, and product management to drive product improvements, and acting as the primary point of contact for escalated support cases. Additionally, the Principal Support Specialist will lead onsite support efforts when necessary, develop comprehensive technical documentation, and foster strong customer relationships to ensure optimal satisfaction with Neumo products. This role requires a proactive problem-solver with a deep technical background and excellent communication skills, committed to maintaining high standards of customer service and technical excellence.
Qualifications
- 7+ years of experience with Neumo Core products or 8+ years with Applications products in a support role, preferably within a SaaS environment
- Bachelor’s degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, Chemistry, or a related technical field/certification
- Proven professional experience demonstrating deep understanding of Applications at both functional and technical levels, preferably with Neumo products
- Experience managing and resolving high-priority, escalated customer issues
- Project management experience or certifications (e.g., PMP, Agile)
- Prior leadership experience in cross-functional teams or projects
- Strong technical troubleshooting skills, including automation and advanced diagnostic methods
- Excellent written and verbal communication skills
- Proficiency with support tools such as Microsoft Office, Jira, Slack, Salesforce, Zendesk
- Knowledge of SQL or other coding languages for troubleshooting and automation
- Hands-on experience with security, network, and system administration tools and concepts
Responsibilities
- Provide strategic technical support for Neumo Core and Applications products, ensuring the prompt resolution of complex customer issues
- Utilize automation tools and instrumentation to diagnose, document, and resolve technical problems proactively preventing future occurrences
- Serve as a key technical resource, addressing highly complex and critical customer issues requiring expert troubleshooting
- Act as the primary point of contact for escalated support cases, collaborating with engineering, QA, and product teams to develop solutions
- Lead on-site customer support efforts when necessary, resolving high-impact technical issues in person
- Deliver post-sales technical support, including troubleshooting, answering product-related questions, and managing Electronic Support Services (e.g., Zendesk)
- Develop and maintain technical documentation, procedures, and best practices for internal and external use
- Build and nurture strong customer relationships to enhance satisfaction and support experience
- Mentor junior support staff, providing guidance, knowledge sharing, and technical training
- Contribute to cross-functional projects aimed at improving product usability, support processes, and customer experience
- Conduct root cause analysis of recurring issues, collaborating with product and engineering teams to improve product stability
- Drive continuous improvement initiatives within the support team, advocating for customer needs and feedback
- Perform additional tasks as assigned, demonstrating flexibility and adaptability in a fast-paced environment
Benefits
- Competitive salary and performance-based incentives
- Comprehensive health insurance including medical, dental, and vision coverage
- Retirement savings plans with company matching
- Paid time off and holidays to support work-life balance
- Professional development opportunities and ongoing training
- Collaborative and inclusive work environment
- Opportunities for career advancement within a growing organization
- Flexible work arrangements where applicable
Equal Opportunity
Neumo is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all employees are valued and respected. Selection for employment is based on merit, qualifications, and business needs without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, or age.
