Overview
Senior Customer Support & Solutions Specialist, APAC at Digital Science. We are advancing the research ecosystem and seek innovative, dynamic people to join our team.
Location: Australia, Remote. Department: Customer.
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.
Note: Due to business need, applications from candidates residing outside Australia will not be considered.
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. We are brave in the pursuit of better, collaborative and inclusive, always open-minded, and from and for the community. As an equal opportunity employer, we are committed to building a diverse and inclusive team where everyone belongs.
We are Digital Science and we are advancing the research ecosystem. The mission is to enable open, collaborative, and inclusive research that drives breakthroughs.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: Software Development
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