Customer Success Engineer

at Structura Biotechnology Inc.

Full Time — Toronto, Canada

Structura Biotechnology is a Toronto-based startup with origins at UofT’s Department of Computer Science. Our team builds high throughput automated scientific software, cryoSPARC, for cryo-electron microscopy (cryo-EM) image analysis, a Nobel-Prize winning technology that is being used to study biological systems in unprecedented detail. Our products power major life science discoveries and drug discovery projects that create new medicines. We count the largest pharmaceutical companies and hundreds of top academic institutions globally as our users. The first 3D structure of the SARS-CoV-2 spike protein was solved using our software at the start of the COVID pandemic, providing crucial information to guide therapeutic antibody and vaccine development.

If you are looking for a mission driven, high-impact role alongside a stellar team, Structura Bio is it. We take pride in our work and are committed to continually improving our products and our processes. All members of our team are treated with respect and given ownership of their work. We are aiming to make cryo-EM a ubiquitous technology that is usable and accessible by all scientists to power the future of breakthrough developments in biology.

Join our team as a Customer Success Engineer, helping to support a rapidly growing user base around the world who rely on our tools to advance their research and publish new discoveries.

What you will do

You will be integral in keeping a pulse on the technical success of cryoSPARC out in the world and being a key link between our users and our developers. You will:

  • Develop a deep understanding of cryoSPARC and how users use our software
  • Keep tabs on key issues, performance concerns, etc. and become a human knowledge base within our team
  • Take part in customer onboarding and training sessions
  • Advise clients on installation, configuration and performance
  • Receive, track and triage incoming support requests
  • Provide excellent technical support to industry clients (pharmaceutical, CROs and biotechs) and academic users (universities, research institutes), including answering questions on product usage
  • Escalate bugs and new feature suggestions to product management
  • Collaborate with software engineers to characterize, reproduce and fix issues
  • Interact directly with scientific users, collect their data, and set up replication of data processing for addressing issues
  • Aggregate and analyze usage statistics
  • Contribute to product testing activities
  • Assist in maintaining and enhancing our internal and external documentation
  • Suggest and implement improvements to our support workflows
What’s in it for you
  • Rewarding, problem-solving work that translates directly into scientists being able to do better science
  • Tight integration with our development team; your observations and suggestions have a direct impact on product development
  • Lots of learning opportunities with HPC systems, scientific software workflows, and software engineering practices
  • Lots of room for growth towards engineering and/or leadership roles
About you
  • You are a solution oriented individual, with big picture thinking and attention to detail
  • You have a genuine interest in advancing scientific research through technology development
  • You see support as a major part of enabling scientific users to get the most out of tools
  • You enjoy interacting with users, solving problems and providing proactive advice
  • You have excellent organizational skills and verbal and written communication skills, and you are confident interacting with users and clients via email, phone and video conferencing
  • You take ownership of questions, issues and relationships, taking opportunities to educate users wherever possible
Technical requirements
  • 2+ years of technical work experience in support, development, engineering, etc., especially in managing issues from initial customer inquiry to triage, reproduction and resolution
  • Excellent communication of complex technical topics to users and colleagues of varying technical skill levels
  • Solid experience with the Linux command-line environment
  • Proficiency with Python, Numpy, Scipy
  • Experienced with Git
  • HPC experience, GPU programming experience, and/or Cloud deployment experience are a big plus
  • Science and biology experience or background a plus
  • Experience writing documentation

Structura Biotechnology is located in downtown Toronto, steps away from Queen’s Park subway, the MaRS Discovery District, University Health Network and University of Toronto, with close ties to UofT and the entrepreneurship ecosystem. Become part of our friendly, multidisciplinary team working towards the goal of creating the best software tools for cryo-EM. Flexible working opportunities are available.

To Apply

Please email with the subject line “Customer Success Engineer”, and provide us with your resume and a paragraph or two explaining why you would like to join our team. You must be legally able to work in Canada.