Support Engineer
Description
Isomorphic Labs is applying frontier AI to help unlock deeper scientific insights, faster breakthroughs, and life-changing medicines with an ambition to solve all disease. As a key member of the Support team, this role will directly influence the efficiency and effectiveness of our support operations, ultimately contributing to a positive user experience and the overall productivity of the company. This position offers the opportunity to shape our support strategy, drive innovation through automation, and play a vital role in scaling our teams to support future growth.
Responsibilities
- Provide technical support, troubleshooting complex issues, and implementing solutions.
- Develop and maintain automation tools to improve efficiency and reduce manual effort.
- Manage and integrate 3rd party tools and APIs to enhance system functionality.
- Collaborate with other teams to resolve technical issues and improve processes.
- Document technical solutions and create knowledge base articles.
- Assist with the technical onboarding of new employees, ensuring they have the necessary tools and access.
- Work with vendors and partners to deliver shared technology and communication services.
- Develop and maintain workflows and processes for internal support and vendor engagements.
Qualifications
Essential:
- Strong troubleshooting and problem-solving skills.
- Google access provisioning and permission lifecycle.
- Excellent communication skills (written and verbal).
- Experience supporting a wide range of hardware and software (macOS, Linux essential).
- Experience with scripting and automation tools (Bash, Python etc.)
- Background partnering with the onboarding team to set up IT equipment and knowledge off how to off-board employees.
- Experience managing and integrating 3rd party tools and APIs.
- Experience with ticketing systems
- Ability to work independently and as part of a team.
- Strong customer service orientation.
- Ability to prioritize and manage multiple tasks.
- A desire to learn and grow in the role.
Nice to have:
- Knowledge of security best practices.
- Experience with developer experience tools.
- Excellent documentation skills, with a focus on accuracy and clarity.
Culture and values
We are guided by our shared values:
- Thoughtful: Thoughtful at Iso is about curiosity, creativity and care. It is about good people doing good, rigorous and future-making science every single day.
- Brave: Brave at Iso is about fearlessness, but it’s also about initiative and integrity. The scale of the challenge demands nothing less.
- Determined: Determined at Iso is the way we pursue our goal. It’s a confidence in our hypothesis, as well as the urgency and agility needed to deliver on it. Because disease won’t wait, so neither should we.
- Together: Together at Iso is about connection, collaboration across fields and catalytic relationships. It’s knowing that transformation is a group project, and remembering that what we’re doing will have a real impact on real people everywhere.
Benefits
We're building an environment where collaboration is fundamental, learning is shared and every employee feels supported and able to thrive. We value unique experiences, knowledge, backgrounds, and perspectives, and harness these qualities to create extraordinary impact.
Hybrid working
It’s hugely important for us to share knowledge and build strong relationships with each other, and we find it easier to do this if we spend time together in person. This is why we follow a hybrid model, and would require you to be able to come into the office 3 days a week (currently Tuesday, Wednesday, and one other day depending on which team you’re in).