We only accept resumes in English, from candidates located in Belo Horizonte, Minas Gerais area.
We're Alchemy and we're changing the world with software + science
We are an industry-specific cloud software company helping the $1 trillion specialty chemicals industry embrace digital transformation to accelerate innovations in chemistry. If you love advanced technologies, science, business software, and ambitious teams, we'd love to hear from you. With teams in the US, Serbia, and Brazil, we are a global company serving customers all over the world.To learn more visitJob Summary
As a Customer Support Engineer at Alchemy, you will collaborate with cross-functional teams (Customer Success, Product Management, Development, QA) and provide technical support to Alchemy Cloud customers requiring assistance with functionality or diagnosing of unexpected results or errors.Strong problem determination, problem isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues with our product. You will interact directly with our enterprise customers to provide prompt solutions in a professional manner. The daily work includes regular updating of support incidents to record the progress of open issues in our incident tracking system, hosting sessions with customers to diagnose reported problems, interacting with core teams for items that require escalation, and documenting technical solutions and product information in the knowledge base.What you'll do
Investigate, troubleshoot, reproduce, and determine solutions for customer reported problems
Communicate updates, requests for information, solutions, and other correspondence via our support ticketing system.
As needed, escalate confirmed bugs or defects to engineering via issue tracking system
Create and document Knowledge Base articles for purposes of ticket deflection and solution repeatability
Participate in on-call rotation as needed
Work with the Customer Success team to improve the quality of solutions developed for clients on our platform (understand configurations, help investigate/debug configuration problems and problems reported by the end-users, test the applications developed on our platform for customers)
Work with the Product team to provide insights/analytics into how our application is used by the end-users (create and analyze weekly/monthly reports on Customer usage and engagement)
Work with the Development and QA teams to improve the quality of the Alchemy platform (report all the issues found by the CS team and end-users, share the use cases of how the platform is used to develop new applications, monitor and report on the application performance)Requirements:
5+ years of relevant professional experience, with significant exposure to: software development, systems analysis and design, usage of various application development tools and methods, customer experience best practices and techniques
University degree in Chemistry, Chemical Engineering, Materials Science and Computer Science, Software Engineering or a related subject, or equivalent work experience
Strong technical background (can write scripts or create other tools to be faster, not afraid to look into database data or use logs to investigate problems reported)
Familiarity with chemistry or applied sciences concepts, tools, and applications
Experience with modeling of real-world processes
Familiar with Python
Familiar with high-performance computing environments
Experience with AWS
Have the ability to shift priorities quickly and multi-task
Strong analytical and problem-solving skills
Self-motivated, strong initiative, flexible and good time management skills
Ability to work in a fast-paced environment
Ability to work independently with minimal supervision
Good communication skills
Excellent English skills (oral and written)Qualities We Value:
Creativity and a self-starting willingness to explore new technologies
Tenacity, technical expertise, and ability to contribute quickly
Take pride in work through attention to detail and ownership of outcomes
Passion for code quality and great designWe only accept resumes in English, from candidates located in Belo Horizonte, Minas Gerais area.Passion. Ambition. Customer Love. Continuous Improvement. Teamwork.