Customer Support Analyst

Bring More To Life

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At IDBS, one of Danaher's 15+ operating companies, our work saves lives—and we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.

At IDBS, we are at the cutting edge of providing innovative software solutions and services that empower scientists and researchers to accelerate their discoveries by helping them design, execute and orchestrate processes, manage, contextualize and structure their data and gain valuable insights throughout the drug lifecycle, from R&D through manufacturing. We work with 80% of the top 20 global BioPharma companies*. Our customers engage in groundbreaking work, from pioneering biological research to developing new therapies and medicines. Join us at IDBS to continuously grow and make a real impact, working alongside passionate colleagues who care deeply about our mission and each other.

*Source: Exploring the top 20 biopharma companies Q1 2024 market cap growths | TechTarget

Learn about the Danaher Business System which makes everything possible.

The Customer Support Analyst is responsible for delivering high quality support services to IDBS' customers. You will respond to customer queries, perform initial troubleshooting, and escalate complex cases as needed.

This position reports to the Regional Operations Manager and is part of the regional customer support team located in Bangalore, India and will be an on-site role. Working within a global follow-the-sun support model, you will learn ITIL-based processes and collaborate with internal teams to ensure timely resolution and customer satisfaction.

In this role you'll have the opportunity to:

• Deliver responsive and professional customer support by handling inquiries across email, web, and community channels; perform initial troubleshooting, escalate complex issues as needed, and provide clear updates throughout resolution
• Collaborate with cross-functional teams to resolve customer issues, contribute to the support knowledge base by documenting solutions, and engage in training and mentoring to continuously enhance technical and product expertise.
• Drive continuous improvement by identifying process enhancement opportunities, sharing feedback, and supporting the adoption of tools and technologies that improve customer experience and resolution efficiency.

The essential requirements of the job include:

• 0–2 years of experience in technical or customer support or related field.
• Professional English proficiency (written and verbal) for global customer interactions and team collaboration.
• Strong problem-solving skills, quick learner, and customer-focused mindset with a proactive attitude.
• Ability to work effectively in a fast-paced, team-oriented environment with a basic understanding of IT concepts and willingness to develop technical skills.

It would be a plus if you also possessed experience in:

• Domain expertise in life sciences/biopharma with familiarity in scientific data management, lab informatics, and AWS-based SaaS environments.
• Hands-on experience delivering customer support services and working with tools such as Salesforce, Jira, Confluence, Splunk, and AI technologies.
• Technical knowledge of networking, Unix/Linux systems, relational databases, scripting languages (e.g., Python, R), and exposure to Quality Management frameworks or ITIL certifications.

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.