Graduate Customer Support Analyst

Based at the Woking office, this Graduate Customer Support Analyst role focuses on conducting initial troubleshooting and technical inquiry resolution for cloud-based biopharma scientific data software.

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At IDBS, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact.

You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.

IDBS helps BioPharma organizations unlock the potential of AI/ML to improve the lives of patients. As a trusted long-term partner to 80% of the top 20 global BioPharma companies, IDBS delivers powerful cloud software and services specifically designed to meet the evolving needs of the BioPharma sector.

IDBS, a Danaher company, leverages 35 years of scientific informatics expertise to help organizations design, execute and orchestrate processes, manage, contextualize and structure data and gain valuable insights throughout the product lifecycle, from R&D through manufacturing.

Known for its signature IDBS E-WorkBook software, IDBS has extended its flexible, scalable solutions to the IDBS Polar and PIMS cloud platforms to help scientists make smarter decisions with assured confidence in both GxP and non-GxP environments.

The Customer Support Analyst is responsible for delivering high quality support services to IDBS’ customers. You will respond to customer queries, perform initial troubleshooting, and escalate complex cases as needed.

This position reports to the Regional Operations Manager and is part of the regional customer support team located in Woking, UK and will be an office based role. Working within a global follow-the-sun support model, you will learn ITIL-based processes and collaborate with internal teams to ensure timely resolution and customer satisfaction. This position operates within a rotating shift model, with working hours ranging between 8:00 AM and 9:00 PM GMT to support extended coverage for global teams

In this role you’ll have the opportunity to:

• Deliver responsive and professional customer support by handling inquiries across email, web, and community channels; perform initial troubleshooting, escalate complex issues as needed, and provide clear updates throughout resolution

• Collaborate with cross-functional teams to resolve customer issues, contribute to the support knowledge base by documenting solutions, and engage in training and mentoring to continuously enhance technical and product expertise.

• Drive continuous improvement by identifying process enhancement opportunities, sharing feedback, and supporting the adoption of tools and technologies that improve customer experience and resolution efficiency.

Here is what success in this role looks like:

• Degree (or equivalent) in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology or similar field of study with 0–2 years of experience in technical or customer support field.

• Strong problem-solving skills, quick learner, and customer-focused mindset with a proactive attitude.

• Ability to work effectively in a fast-paced, team-oriented environment with a basic understanding of IT concepts and willingness to develop technical skills.

It would be a plus if you also possess previous experience in:

• Domain expertise in life sciences/biopharma with familiarity in scientific data management, lab informatics, and AWS-based SaaS environments.

• Hands-on experience delivering customer support services and working with tools such as Salesforce, Jira, Confluence, Splunk, and AI technologies.

• Technical knowledge of networking, Unix/Linux systems, relational databases, scripting languages (e.g., Python, R), and exposure to Quality Management frameworks or ITIL certifications.