Customer Support Specialist

About Velsera

Velsera is on a mission to help speed up the pace of progress in medicine. Established in 2023 from the shared vision of Seven Bridges and Pierian, the company develops software and offers professional services spanning drug discovery, diagnostics, and clinical genomics. Headquartered in Boston, Massachusetts, Velsera is expanding its team across multiple countries.

Role overview

As a Customer Support Specialist, you will report to the Customer Support Manager or Director of Customer Support. In this role, you will handle specialized support requests, work through complex customer issues, and help improve the knowledge resources and support processes used by the team. The position is based in the US and is remote.

Key responsibilities

• Deliver advanced customer support for users working in bioinformatics, precision medicine, and workflow automation, including coverage outside standard office hours when needed.
• Investigate and resolve complicated issues tied to the product or specialized domain.
• Work closely with internal teams to diagnose and solve technical and functional problems.
• Keep current with industry developments and new technologies relevant to the specialization.
• Record customer conversations, support cases, and resolutions in the ticketing platform.
• Help produce support guides, knowledge base content, and best-practice materials.
• Offer direction and hands-on help to other team members when required.
• Support continuous improvement efforts that raise technical support quality and customer satisfaction.
• Take part in cross-functional projects and company initiatives within your area of expertise.

Requirements

• A bachelor’s degree or higher in a relevant discipline such as bioinformatics, genomics, or a life sciences field.
• Deep knowledge of the specialized support domain, such as bioinformatics, precision medicine, or workflow automation.
• Prior experience providing technical support in this specialized area.
• Strong analytical, troubleshooting, and problem-resolution abilities.
• Excellent customer-facing communication and service skills.
• Comfort working independently as well as collaboratively in a team setting.
• Familiarity with software applications, operating systems, and basic networking concepts.
• Experience using help desk platforms, CRM tools, and related support systems.
• Evidence of contribution to cross-functional efforts or company-wide initiatives.
• A continuous learning mindset with interest in expanding technical expertise.
• Ability to explain technical topics clearly to both technical and non-technical audiences.
• Strong planning, organization, and time management skills.
• Capability to mentor junior colleagues and provide practical guidance.
• Willingness to help reduce escalations and step in for management when needed.
• Motivation to contribute to company growth through high-quality support and active participation in business initiatives.

Perks and benefits

• Competitive compensation.
• A full suite of benefits, with details varying by location.
• Remote work flexibility.
• An open and supportive culture that encourages growth and development.
• Opportunity to contribute to a mission-driven organization making a difference in science and healthcare.

Values and culture

Velsera emphasizes a people-first approach built on respect, flexibility, empathy, and inclusion. The company prioritizes patient-focused decision-making, transparent communication, accountability, curiosity, innovation, and social impact. Employees are encouraged to learn, collaborate, and contribute meaningfully to healthcare advancement.

Equal opportunity

Velsera is an equal opportunity employer and considers applicants without regard to sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, ancestry, disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, or genetic information.