Open Position:

Technical Support Engineer

At Research Space, our mission is to provide the best possible Electronic Research Notebook to enable scientists to manage their research data. Thousands of scientists worldwide trust RSpace ERN to securely store, navigate, retrieve, and share their work.

We are looking for a technical support engineer, with prior industry experience, to meet the increasing operational requirements of a growing company in the scientific research sector. RSpace is deployed as a SaaS offering on the cloud and also on customer IT systems. 

As we acquire more, larger customers, we have more work to do deploying, maintaining and trouble-shooting RSpace in customer IT environments. RSpace is increasingly seen as a key piece of research data management (RDM) software and can be integrated with other customer IT systems and services. 

We are therefore looking for a technically capable support engineer to fill a role to support operational staff and the user-facing support team. This is the first role of its type at Research Space, so there is considerable scope for the successful applicant to develop the role.

Research Space is a small, globally-dispersed, but tightly-knit team. You will have autonomy in organising your working day and significant responsibility for maintaining the smooth running of RSpace for our customers.  

Key responsibilities

1.  Install and maintain RSpace for Enterprise customers. 

Working with customer IT staff and our onboarding team, you will help install and configure RSpace to work within a customer IT environment, integrating with customer SSO mechanisms and datastores. RSpace  is highly customisable, with integrations with many 3rd party vendors; these require bespoke configuration. This can require extensive engagement with the customer. Much of the documentation for these activities is publicly available at https://researchspace.helpdocs.io/article/74oio40i7i-deploying-rspace

Subsequent to installation you will monitor usage and perform OS, license and software upgrades, and assist the customers' IT teams with the smooth running of RSpace. 

2. Triaging support issues

Investigate support issues, communicate with the customer IT staff, investigate root cause of defect. You will liaise with the software development team in working towards a fix for the issues.

3. Backup /disaster recovery

Maintain, test and enhance our operational procedures for both SaaS and on-prem deployments.

4. Project work

At least 30% of time will be allocated to improving our support practices, e.g. improving automation, documentation or the support process itself. As this is a new role, and there is lots to do, there is plenty of scope to improve either the technical or human aspects of our support process depending on your skills and interests.

Essential technical skills

·  Good skills with standard Unix tools (e.g. this list) . All customer deployments are based on popular Linux distributions such as Ubuntu, Debian, Redhat.

·  Some competence in Bash or Python scripting. Being able to run, adapt or customise existing scripts, or create new ones is essential.

·  Skills in setting up and running web applications: DNS, SSL, Apache web server, HTTP protocols.

Desirable technical skills and knowledge

These are not essential, but expertise in any of these areas would enable a wider range of support issues to be tackled:

·  MySQL admin and set up

·  Familiarity with Version Control (specifically, Git / Github).

·  Authentication technologies SAML2, OAuth, Shibboleth.

·  Working knowledge of file systems and communication protocols such as Samba, SFTP.

Required personal qualities:

·  Highly articulate and literate in explaining complex problems to developers and non-technical support staff.

·  Excellent verbal and written English.

·  Courtesy, empathy and patience when dealing with on-prem customer IT staff.

·  An enquiring mind into seeking causes of defects, with the resolve and ingenuity to fix better. 

·  Ability to organise and prioritise workload, managing on-call/responsive work with project work.

·  An interest in learning about the services that RSpace integrates with. One of RSpace's key strengths is its integrations with software that researchers already use. To investigate issues relating to these integrations it will be necessary to work with their APIs and integration mechanisms.

Work/life Balance

We understand you have a life outside work and we will respect your non-working and family time. 

Research Space is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

Benefits

·  Competitive salary based on experience and skills

·  Fully remote role in a fully remote company.

·  Be part of a fast-growing startup and create an impact

If you are interested, please apply to Dr Richard Adams at hiring@researchspace.com quoting ref TECH-SUPPORT-1 with your CV and a short covering letter explaining why you’d like to join us and how you can contribute.

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