Senior Scientific Support Engineer - M-Star

Our Why At Dotmatics 

At Dotmatics, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. 

Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, MStar, SoftGenetics and Virscidian.

We have a vision for a new Lab of the Future that will change the future of scientific research.

We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.

Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.

Shaping the Future of Science At Dotmatics 

Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.

You’ll join a collaborative, global team pushing the boundaries of scientific innovation.  Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.

 

We are Science Driven. We are Customer Centric. We are Better Together. 

 

What do we need

M-Star CFD is modern computational fluid dynamics (CFD) software that provides first-principles modelling tools for scientists and engineers, generating predictions that are functionally indistinguishable from measured data.

We are looking for a Senior Technical/Scientific Support Engineer to join our team.  The person in this role will grow into a trusted technical advisor and a M-Star CFD subject matter expert.  

This is a varied role covering Scientific Root Cause Analysis (RCA), advanced modelling and simulation demonstrations, presentations, customer success and technical support. As a senior individual contributor to the team, you will be a self starter and have the ability to work independently. 

This position provides training, mentoring, technical support, demos, advice and troubleshooting support for complex computational fluid dynamics (CFD) problems to a broad range of Engineers/Scientists/Customers across the EMEA region. 

Our customers are typically in high impact roles with leading pharmaceutical, biotechnology, contract research, chemicals and materials companies, and in academia.   A background within this space is important to understanding the latent needs of the customers and their questions.

This role will encompass some travel across Europe 

In this role you will get to:

• Create advanced fluid models for customers
• Create R&D simulations and process models
• in parallel with customers requirements/needs 
• to demonstrate new or existing capabilities of the software
• validate and extend the capabilities of the software
• Create and present demonstrations to new and existing customers
• Provide specialist application support and guidance on M-Star products across a broad customer base
• Manage complex customer cases, such as, development and validation of custom reaction models or the implementation of “sticky” solid within the DEM solids.
• Lead “Office Hours” for customers with multiple users
• Triage, respond, resolve, and escalate incidents and requests raised by customers and staff members in accordance with SOPs, Customer Service Level agreements and business needs
• Develop into our EMEA regional M-Star Subject Matter Expert 
• Create knowledge articles, publications and training documentations 
• Collaborate with team members and other internal and external teams to resolve or escalate complex technical issues and customer requests quickly and effectively
• Actively engage with product development and engineering teams and advocate for customers on product bugs and enhancements
• Identify support trends and suggest improvements to processes, policies, and products
• Maintain and update systems of record (e.g., Sa