Senior Customer Support Analyst

Senior 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 ground-breaking 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 Senior Customer Support Analyst is a mid-level role within the regional Customer Support Team, focused on resolving advanced customer issues, ensuring SLA compliance, and supporting knowledge sharing. You will act as a point of escalation for challenging cases, mentor Analysts, and contribute to continuous improvement initiatives while collaborating with global teams in a follow-the-sun support model.

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 advanced support services by resolving complex issues across IDBS platforms using ITIL-based processes, acting as an escalation point for analysts, managing priority cases to resolution, providing clear updates to global stakeholders, and collaborating with cross-functional teams to unblock challenges and capture lessons learned.
• Drive knowledge management by creating and maintaining high-quality support articles and best practices, ensuring case management systems are consistently updated with accurate, relevant content.
• Lead continuous improvement by identifying recurring issues, recommending process enhancements, supporting adoption of efficiency-boosting tools, monitoring key support metrics, and contributing to quality initiatives while coaching team members.
• Mentor and coach Analysts to develop technical and customer handling skills; provide guidance during escalations as needed.

The essential requirements of the job include:

• 2–4 years of experience delivering ITIL-based customer support for SaaS or cloud solutions.
• Professional English proficiency (written and verbal) for global customer engagement and cross-team collaboration. Previous experience working with engineering and product management teams is a plus.
• Strong analytical and problem-solving skills with proven ability to manage escalations and resolve complex technical issues.
• Track record of effective collaboration with cross-functional teams such as Engineering and Product Management.

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.
• Experience with enterprise tools (Salesforce, Jira, Confluence, Splunk, AI) and technical knowledge of networking, Unix/Linux systems, relational databases, and scripting languages (e.g., Python, R).
• Exposure to Quality Management frameworks and ITIL certifications (e.g., ITIL Foundation or higher)

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.

For more information, visit www.danaher.com.