Senior Customer Support & Solutions Specialist, APAC
Department: Customer
Employment Type: Full Time
Location: Australia, Remote
Description
About us
We are Digital Science and we are advancing the research ecosystem.
We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?
Your new role
At Digital Science, we help the global research community and organizations make better, data-informed decisions. Dimensions and Altmetric are two of our flagship analytics products, used by academic institutions, publishers, funders, corporations, and government agencies to track research outputs, assess impact, and gain insights across the research lifecycle.
As a Customer Support & Solutions Specialist, you will play a dual role:
- Support excellence — providing timely, high-quality assistance to customers and colleagues.
- Customer-facing readiness — stepping in to deliver product demonstrations, onboarding walkthroughs, or consultative training sessions for prospects and clients when needed.
This role sits at the intersection of Success and Solutions: resolving technical queries, improving documentation, and ensuring smooth onboarding while also representing Dimensions and Altmetric confidently on calls with customers or prospects.
Due to business need, we can only accept applications from candidates who reside in Australia, where we have an established legal entity. If you apply from outside of this area, your application will not be considered.
What you’ll be doing
- Respond to support queries related to Dimensions, Altmetric, and integrations, ensuring accurate, helpful, and timely resolutions.
- Triage incoming requests, escalate issues when appropriate, and follow through to closure.
- Collaborate with product, development, and commercial teams to investigate bugs, clarify expected behavior, and advocate for customer needs.
- Serve as a subject matter expert on Dimensions and Altmetric features, data, and workflows—supporting both internal teams and customers.
- Join customer or prospect calls to deliver product demonstrations, onboarding walkthroughs, or workflow-focused presentations when needed.
- Maintain and improve user-facing support resources, including FAQs, product guides, and setup documentation.
- Stay current on product updates to ensure accurate, relevant support and demo delivery.
- Partner with Customer Engagement and Solutions teams to support onboarding handoffs and track adoption blockers.
- Identify and propose improvements to support workflows, onboarding processes, and product documentation.
What you’ll bring to the role
Required Skills and Experience
- Previous experience in a customer support, onboarding, or customer success role—ideally in B2B SaaS, analytics, academic, or data-focused environments.
- Strong troubleshooting skills with the ability to investigate technical issues methodically and efficiently.
- Clear, concise communicator able to translate technical concepts into plain language for a range of audiences.
- Comfort with client-facing interactions including support tickets, video calls, and live product demos.
- Ability to work independently while collaborating across distributed global teams.
- Familiarity with ticketing/CRM tools (e.g., Zendesk, Freshdesk, Front, Jira) and knowledge base platforms.
Desirable Technical Experience
- Experience configuring and troubleshooting authentication methods (e.g., SSO).
- Familiarity with APIs and ability to support API-related queries.
- Basic SQL knowledge or interest in learning to query datasets for troubleshooting and reporting.
Don’t worry if you don’t meet every qualification—let us be the judge! Studies show that many qualified candidates from under-represented groups hesitate to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application.
Living our Values
We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.
The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:
We are brave in the pursuit of better
We are cooperative and inclusive
We are always open-minded
We are from and for the community
At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research.
We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively.
As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.
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