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Thank you for your interest in Uncountable Implementations! SCIENTIFIC SUPPORT SPECIALIST ABOUT UNCOUNTABLE Science moves slowly — not because researchers aren't brilliant, but because their tools haven't kept up. Uncountable is changing that. We build a unified R&D platform used by the world's leading chemists, material scientists, and biologists to dramatically accelerate how new products are discovered, developed, and brought to market. Founded by engineers from MIT and Stanford, and trusted by enterprise R&D organizations across chemicals, pharmaceuticals, advanced materials, and food & beverage, Uncountable is on a mission to accelerate industrial R&D by an order of magnitude. We're a high-impact team that moves fast and gives people real ownership from day one. THE ROLE This role is built for a scientist who is as energized by solving a customer's problem at 9am as they are by closing out the last ticket of the day — and who takes genuine pride in being the person customers can count on. As a Scientific Support Specialist, you will own steady-state support for Uncountable's SMB customers and a select group of designated mid-market accounts. You are the first line of contact when something isn't working, when a customer has a question, or when a new need surfaces — and you're responsible for making sure every one of those moments is handled with speed, care, and follow-through. While programming skills are not needed for this role , this is technically demanding, customer-facing work. You'll triage and resolve inbound support tickets, investigate platform behavior, coordinate with the Scientific Implementations team on continuity across accounts, and escalate clearly to engineering when needed. You'll also play a proactive role in identifying patterns, improving processes, and making sure issues get fixed — not just worked around. This is a fully remote position. Depending on your regional location, you will work during standard US or EU business hours to provide consistent, real-time coverage for your assigned customer accounts. Strong communication habits and the ability to operate independently are essential. WHAT YOU'LL DO Own Steady-State Customer Support - Serve as the primary point of contact for a portfolio of SMB and designated mid-market accounts, handling inbound questions, issues, and requests end-to-end - Triage, investigate, and resolve support tickets with urgency and precision - Communicate with customers clearly, empathetically, and proactively — always putting their success first and never leaving an issue in an undefined state Troubleshoot and Escalate Effectively - Investigate platform behavior, configuration issues, and data problems across a range of customer environments - Identify when an issue requires engineering involvement and draft clear, actionable escalation summaries that enable fast resolution - Follow escalated issues through to closure, maintaining customer-facing transparency throughout Collaborate with the SI and Engineering Teams - Work closely with Scientific Implementation Associates and Managers to ensure smooth continuity between active implementation engagements and steady-state support - Surface recurring issues, systemic bugs, and friction points to internal product and engineering teams — advocating for fixes rather than workarounds - Contribute to support tooling and workflow improvements, including standardized ticket structures, phase workflows, and Slack-based notification integrations Be Proactive, Not Reactive - Monitor account health across your portfolio and flag early warning signs before they become escalations - Anticipate the follow-up question, not just the one that was asked - Document ticket history, resolution steps, and account-specific context meticulously — so knowledge is shared, not siloed YOUR FIRST 180 DAYS Month 1: Develop deep fluency in Uncountable's platform and support workflows. B