Support Specialist

Genestack Product Support Role

At Genestack, we are tackling the underlying computational and scientific challenges of bioinformatics to provide researchers with software tools that streamline the discovery process and accelerate precision medicine, drug development, and bioinformatics research. Our platform is already deployed at leading pharmaceutical and consumer goods companies — and this is just the beginning of our journey.

We are looking for an experienced professional to become an integral part of the Product team, sharing our values and our passion for both the product and life sciences.

In this role, you will:

1. Serve as the single point of truth for all customer support activities, taking ownership and ensuring transparency across related processes.
2. Develop deep, hands-on knowledge of the product.
3. Ensure implementation of SLAs in accordance with contractual terms and regulatory requirements.
4. Independently handle Tier 1 Support:
   • Respond to customer support requests.
   • Investigate support issues.
   • Provide guidance on typical user scenarios.
5. Collaborate closely with the Engineering team on Tier 2 (Infrastructure) and Tier 3 (Development) support:
   • Perform all necessary checks and preparations before escalation.
   • Document and communicate issues clearly and promptly, including reproducing problems, gathering relevant information, and suggesting possible resolutions.
6. Work closely with the Product team at Tier 4 (Product Ownership):
   • Handle and process feature requests.
   • Offer thoughtful insights and prioritisation input before escalation; translate feature requests into well-structured, evaluable user stories.
   • Report missing product features.
7. Join customer meetings when needed to assist colleagues.
8. Become a key contributor to product documentation.

We would like you to have:

• Ability to read and interpret logs.
• Proficiency in monitoring, logging, and alerting tools (e.g., Grafana, Kibana).
• Advanced experience with Unix-like operating systems.
• Proficient use of Git and GitHub.
• Solid understanding of REST APIs.
• Experience administering helpdesk platforms (e.g., Jira Helpdesk).
• Ability to automate routine tasks.
• Enthusiasm for AI technologies.
• Experience with Python or another programming language.
• Ability to write and run complex SQL queries.
• Excellent spoken and written English (C1 level).

It would be nice if you have:

• Experience working with both SQL and NoSQL databases.
• Understanding of core Kubernetes concepts.
• Experience troubleshooting Java and Python applications.
• Familiarity with OS-level and network-level diagnostics (e.g., Nginx).

We offer you:

• International team of professionals;
• Comfortable office in the very heart of the historical center of Belgrade;
• Opportunity to work 100% remotely;
• Medical insurance, fully paid sick leaves;
• Onboarding and domain training for newcomers;
• Flexible work schedule.