Support Engineer – Mosymphony (US/EU Customers)

About Collabrix Inc.

Collabrix Inc. is a Texas-headquartered product company with a remote-first team based in India. We develop SaaS solutions that enable seamless collaboration between pharmaceutical and biotechnology companies and their global manufacturing partners. Our flagship product, Mosymphony, supports life sciences enterprises worldwide by streamlining external manufacturing processes.

Role Overview

We are seeking a Support Engineer to provide first-line and advanced support for Collabrix’s Mosymphony platform, serving customers across the United States and Europe. The candidate will be required to work in the US East Coast timezone, ensuring timely resolution of issues and high-quality customer engagement.

This role is suited to professionals with prior enterprise software support experience in consulting firms such as Capgemini, Deloitte, Accenture, or similar, and who are adept at using ticketing tools like Jira to manage customer requests.

Key Responsibilities

• Provide customer-facing technical and functional support for Mosymphony users in the US and EU regions.
• Manage, triage, and resolve support requests using Jira Service Management.
• Troubleshoot application, configuration, and integration issues, escalating to product and engineering teams when needed.
• Collaborate with customers to clearly understand issues and provide timely, high-quality solutions.
• Document issues, resolutions, and FAQs to strengthen knowledge bases and improve customer experience.
• Monitor, track, and report ticket metrics and ensure SLA adherence.
• Act as a bridge between customers, product management, and engineering teams, providing valuable feedback for product improvements.

Required Skills & Experience

• 2–3 years of experience supporting enterprise-grade software products for US/EU customers.
• Strong background from consulting or IT services firms (e.g., Capgemini, Deloitte, Accenture).
• Hands-on experience with Jira (or similar ticketing/incident management platforms).
• Strong problem-solving and troubleshooting skills across technical and functional layers.
• Excellent communication skills (written and verbal) for US/EU customer interactions.
• Degree in Engineering, Computer Science, or related field.
• Familiarity with SaaS, cloud technologies, or enterprise integration environments is a plus.

What We Look For

• A customer-first professional with the ability to manage issues calmly and effectively.
• Strong accountability and ownership of customer success.
• Ability to work independently in a remote, product-company environment.
• High integrity, adaptability, and eagerness to contribute to a fast-growing SaaS platform.

Work Schedule

Must work in US East Coast timezone to provide real-time support to customers.

Follows Collabrix’s support operations model, including responsiveness during business-critical hours.

Why Join Collabrix

• Support a flagship SaaS product used by global life sciences enterprises.
• Directly engage with international customers in high-impact support roles.
• Be part of a growing product company shaping digital transformation in life sciences.
• Collaborative, remote-first culture with strong career development opportunities.

To Apply

Send your résumé and a brief note on why you’d be a great fit to people@collabrix.co