R&D Software Support Engineer

Job Title: R&D Software Support Engineer

Location(s): Canada

Responsibilities

Customer Advocacy & Engagement

• Serve as the dedicated voice of the customer within the R&D software team, ensuring user needs remain central to development priorities.
• Build and maintain strong relationships with customers, field service engineers, and technical support staff to develop a deep understanding of real‑world ICP‑MS instrument usage.
• Collaborate directly with customers to understand technical challenges and operational impact, clearly communicating troubleshooting steps, findings, and recommended solutions in a professional and structured manner.
• Provide guidance on best practices, system configuration, and preventative measures, and support customer acceptance of workarounds and final resolutions.

Technical Support & Issue Resolution

• Provide Tier 2/Tier 3 support for software applications integrated ...