• Serve as a primary point of contact for customers for technical and scientific support, working collaboratively with other Technical and Application Support team members to coordinate responses, share context, and ensure consistent, high-quality support. • Status communications with customer • Logging cases and associated communications and resolutions in the CRM • Informing requirements for scaling support process and infrastructure • Tracking support metrics • Perform platform demonstrations as needed to support sales • Perform internal trainings for new field employees • As a foundational member of the team, contribute to the building of the technical knowledgebase and processes to facilitate scaling of support as the user base expands • Collaborate with internal R&D teams during the product development cycle, providing critical insights via Voice of Customer • Contribute to the creation of customer training materials and documentation, working closely with internal resources • Assist in the scaling of our CRM toolset, ensuring effective integration with ERP and marketing automation