Senior Software Engineer - Customer Solutions

TetraScience is at the forefront of the Scientific Data and AI Cloud revolution. We specialize in designing and implementing AI-driven scientific data sets through a suite of innovative lab data management solutions, addressing complex scientific use cases and achieving AI-enabled results.

As the industry leader, we have attracted partnerships with major players in computing, cloud, data, and AI infrastructures, solidifying our reputation as the standard in this emerging market.

As part of your application process, we invite you to review the Tetra Way letter from our co-founder and CEO, Patrick Grady. This document outlines the values and ethos that drive our company culture, ensuring that you make an informed decision about joining our team. Embracing the principles outlined in this letter is essential for success at TetraScience.

Your Role

In this role, you will excel in teamwork and collaboration, continuously inspiring your colleagues and clients to achieve their best. You are committed to mastering your craft and delivering exceptional customer experiences, taking full ownership of customer interactions from creation to resolution.

You seek to understand complex situations and leverage every interaction for learning opportunities, demonstrating humility and the confidence to engage with others meaningfully.

Your Responsibilities

• Collaborate with customers to address technical issues, investigating stability, scalability, and performance challenges reported by TetraScience clients.
• Facilitate issue resolution and identify workarounds to assist customers, either independently or in collaboration with product and engineering teams.
• Reproduce customer issues in a lab setting to enhance product reliability while addressing performance and scalability concerns.
• Act as a liaison between customer support and engineering escalation processes, optimizing communication and documentation for improved efficiency.
• Develop tools, scripts, benchmarks, and comprehensive documentation to empower customer support in diagnostics and troubleshooting, ultimately reducing mean time to resolution.