Scientific Support Specialist

Job description

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 suppo…