About this role
About us We are Digital Science and we are advancing the research ecosystem. We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us? Your new role - At Digital Science, we put our customers at the core of everything we do. Figshare and Elements are two leading research infrastructure solutions that support the management, sharing, and reporting of research outputs and activities. Figshare enables institutions and researchers to store, manage, and openly share a wide range of research materials. Elements, part of the Symplectic suite, offers a powerful platform for research information management, enabling institutions to collect, curate, and showcase scholarly activity. As a Support Specialist for Figshare and Elements, you will play a critical role in delivering a seamless support experience across both products. You’ll work with a diverse user base—including researchers, administrators, librarians, and IT staff—supporting both individual users and institutions operating under deeply embedded academic and government customer agreements. You’ll be part of a globally distributed team focused on continuous learning and delivering outstanding customer experiences. Your success will be measured by customer satisfaction, resolution times, and your ability to build trust with users navigating two critical Digital Science platforms. Please note, strong preference for someone willing to work PST hours. Deliver responsive, high-quality technical support for both Figshare and Elements users, including researchers, administrators, and institutional IT teams. Triage incoming support tickets, troubleshoot issues, identify resolution paths, and communicate clearly and empathetically with users throughout the ticket lifecycle. Escalate complex issues appropriately to product, engineering, or implementation teams, while ensuring clear documentation and follow-through. Support configuration and change requests by applying database or UI-level customizations according to client needs and documented specifications. Contribute to a shared knowledge base by drafting, editing, and maintaining internal documentation, canned responses, and external help resources. Stay current with product updates and releases to ensure accurate, timely advice and troubleshooting for new features and known issues. Assist implementation and onboarding efforts by supporting configuration tasks, staging environments, or basic client training as needed. Develop cross-product knowledge across Figshare and Elements to support customers with integrations or workflows that span multiple Digital Science tools. Participate in regular team standups and knowledge-sharing sessions, offering input on ticket handling and lessons learned. Collaborate with support peers, product teams, and customer engagement teams to continuously improve support processes and advocate for the user experience. Track and update relevant systems and customer summaries to ensure accurate context and continuity of support.