Lead Support Analyst

Lead 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 Lead Support Analyst will champion the delivery of exceptional support experiences for our customers. This role will lead complex issue resolution, mentor other team members, and drive continuous improvement across support operations. As a key liaison between customers and internal teams, you'll influence product and process enhancements, ensure service excellence and help shape the future of our support strategy.

The position reports to the Regional Operations Manager, Customer Support and is part of our global customer support team. The position will be based onsite out of our office in Bangalore, India.

In this role, you will have the opportunity to:

• Lead the delivery of customer support services by managing case triage, resolution and service quality using ITIL-based processes and support platforms like Salesforce, Jira and Microsoft 365
• Act as a subject matter expert for complex customer issues and internal support processes, providing technical leadership and high-level troubleshooting
• Mentor and coach team members, sharing knowledge and best practices to elevate team performance and maintain a robust internal knowledge base
• Drive cross-functional collaboration, influencing internal teams to prioritize customer-impacting issues and ensuring clear communication during major incidents
• Be proactive and take the lead in ensuring the quality of support in line with the Quality Management Framework. This involves auditing cases, identifying recurring themes, and acting as the standard-bearer for service excellence
• Champion continuous improvement, using data insights to identify trends, improve workflows, and uphold service excellence standards

The essential requirements for this job include:

• 4-6 years of prior experience in customer support or production support
• Prior experience supporting SaaS products with a proven understanding of platforms like AWS or SPLUNK, including knowledge of the error logs and outages
• Excellent communication, customer handling, and problem solving skills
• Professional proficiency in English, both written and verbal, to effectively support global customers and collaborate across teams
• Demonstrated leadership through mentoring and supporting team development and functional projects, with adaptability and resilience in fast-changing environments

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.