Technical Support Specialist

What are you going to do?

To support the future growth of eLabNext, we are looking for a Technical Support Specialist. You will be working out of our office in Groningen, The Netherlands.

As a Technical Support Specialist, your primary focus will be successfully resolving customers’ technical issues so that they may continue with their valuable work using our software solutions. You will also be driving continuous optimization of our processes and ways of communication. To do so, you will work closely with various teams within the organization and be part of our Customer Support team. This team supports and advises our customers on their ambitions and needs. You will become our product expert on both a technical and functional level and get to work with leading laboratories in life science around the world.

If this sounds like amazing work to you, please keep reading!

What you bring

  • Basic attitude to help others and search for the best suitable solutions
  • You value every contact with our users, and you can empathize with them
  • Ability to translate technical details to usable information for our users
  • Teach-savvy and want to gain an understanding of software solutions on both functional and technical levels
  • Familiarity with basic programming/scripting in any language
  • Understanding web browsers and having some experience with their development tools (JS console, network console)
  • A basic understanding of MySQL or other relational databases would be a plus
  • No must, but some experience with APIs and SDKs would also be great
  • Solving all kinds of puzzles is something you like doing
  • Ability to prioritize things and manage your valuable time
  • In possession of some strong collaboration skills for working with different users and colleagues
  • Same for communication (verbal and written) skills in Dutch and English
  • And last, because we aim to be a sustainable company, we love that you live in the Groningen area

Perks & Benefits

  • Support for your personal growth. We understand the importance of personal development in your career and life. That’s why we provide a substantial budget for training, conferences, or a (career) coach. We want to contribute and give you the time, tools, and space needed to discover who you are, what you want, and your strengths when working with us
  • We offer an environment where people get the opportunity to grow and learn by doing. We embrace mistakes and learn from them
  • There is room for sparring with colleagues, trying new things, and buddy-up to learn from each other
  • Kind and friendly working atmosphere. We are a scaling-up company with a start-up vibe and a major corporate firm’s (Eppendorf) back-up
  • We offer the opportunity to do short-term assignments abroad for experience, personal development, and hopefully, fun
  • A pension scheme so you can retire happily
  • Home office setup, we get you your proper home office setup
  • Flexible working options, (remote, hybrid, flexible hours, etc.)
  • Working from home allowance and commuting allowance
  • Bonus, when we do well, we all profit together
  • 25 days of holiday leave per year
  • ‘Work hard, party hard’, goal celebrations, Friday drinks, team outings, and our South African colleagues promised us a Braai
  • An attractive salary with clear and transparent growth potential to match your personal ambitions and plans
  • Most of all, we want to be that employer that wants to make sure you walk around happy

Your future responsibilities and tasks

  • Serving as second-line support for customers and users
  • Taking ownership of reported customer challenges and seeing these challenges through to resolution
  • Providing prompt and accurate feedback to customers and ensuring proper recording and closure of all issues
  • Updating and producing technical materials for presentation and product marketing
  • Providing technical support on our developer tools, including API and SDK
  • Driving product development by providing feedback (bugs, documentation, wishes, features, trends, etc.) to other departments and participating in sprint planning meetings
  • Supporting sales, customer success, and development in their processes to inform and or provide solutions to customers/prospects and or resolve issues

About us

With our software solutions, we help modern scientists in R&D laboratories of academic institutes, pharma, biotech companies, and start-ups in the process of digitizing their workflows. We facilitate our clients to exploit life sciences’ enormous potential and accelerate research. We contribute to the added value that life sciences research can offer our world and work with researchers to enable discoveries in various fields.  Our clients work on topics ranging from cancer research, sustainable food production in areas where cultivation seems impossible, the development of COVID-19 vaccines, and many more.

Why working as a Technical Support Specialist within eLabNext is unique:

  • You get to work with leading laboratories in life sciences and learn about the latest developments in their research
  • Work with impact! Help our customers be successful and see the result of your work when innovations reach the market
  • Develop your life science knowledge while doing IT
  • Be part of an international and multi-disciplinary team and learn from your colleagues

Our headquarters is in Groningen, The Netherlands, and we have a sales office in Boston, US, and are opening offices in the UK and Germany.

How to apply

Please apply online if this could be the next step in your career endeavour. We consider all applications until the position is filled.

Find out more

For more information about this vacancy, please get in touch with Bastiaan Spijk, Chief People Officer at eLabNext.

phone +31 50 ​720 00 55 or email: b.spijk@elabnext.com

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