IT Technical Support

About the Role Join a team dedicated to supporting cutting-edge scientific work in industries such as biotech, pharma, IVF/ART, bio-/cryo-banking, and R&D. Our real-time monitoring platform safeguards critical equipment and environments by providing 24/7 data-driven insights and live technical support to prevent failures and ensure compliance. You will play a key role in ensuring the optimal performance of our integrated hardware and software solution. This position involves active monitoring of lab environments, responding to alerts, analyzing data, and supporting customers through technical issues. Key Responsibilities Provide technical support via phone and email for customer-submitted cases Monitor real-time system performance and respond to equipment/environmental alerts Analyze sensor data to detect risks, improve processes, and optimize system usage Perform predictive analytics on lab equipment and proactively notify customers Review and recommend improvements to existing programs and workflows Ensure compliance with SOPs and regulatory requirements Document incidents, create detailed reports, and help resolve technical issues Test and troubleshoot network connectivity to cloud or on-prem data centers Follow a fixed schedule to provide consistent operational support Develop user documentation and operational instructions Minimum Qualifications Strong data analysis skills (Excel, databases, etc.) Proficiency in Microsoft Office and Google Workspace Attention to detail and the ability to document information accurately Experience working with structured procedures or engineering workflows Associate or Bachelor’s degree in a technology-related field Excellent written and verbal communication in English At least 2 years of experience in customer service or technical support Customer-first mindset and adaptability Preferred Qualifications Background or coursework in life sciences, bioinformatics, or lab protocols (GLP/GMP) Experience with AWS environments Familiarity with networking and software troubleshooting Skills in data-driven process optimization Basic understanding of low-voltage electronics (a plus, but not required)

Location: Tijuana, MX

Posted Date: 6/16/2025