Senior Software Engineer

About the Client

Our client is the leading research data platform that’s transforming the way biomedical and imaging data are managed at leading life sciences, clinical, and academic institutions globally.

The client provides a comprehensive research data solution with all the tools needed for curation, imaging processing, machine learning workflows, and secure collaboration. By leveraging cloud scalability and automating research workflows, they help organizations scale research data and analysis, improve scientific collaboration, and accelerate discoveries.

About the Position

We are seeking a Customer-Facing Senior Software Engineer to join our client’s growing team.

This role is best suited for a technically strong engineer who enjoys customer interaction and technical problem-solving. You will act as a bridge between customers and engineering teams, helping diagnose complex issues, troubleshoot integrations, and guide customers through technical implementations while ensuring a high-quality customer experience.

Unlike traditional support roles, this position focuses on advanced troubleshooting, technical consulting, customer enablement, and solving complex engineering challenges. You will work directly with highly technical customers, helping them troubleshoot Python-based integrations, SDK implementations, data pipelines, scientific workflows, and platform usage challenges.

The ideal candidate combines strong software engineering and troubleshooting skills with the ability to communicate effectively with customers, understand their technical goals, and guide them toward successful solutions. You should be comfortable investigating issues independently, collaborating with internal engineering teams, and translating complex technical findings into actionable recommendations.

Environment

Work closely with a growing team of technical support agents, engineers, and business stakeholders. Our client is highly responsive to their customer needs and constantly strives to make a positive contribution to the biomedical and life sciences communities they serve. Team members are recognized and rewarded when advocating customer success and satisfaction over other concerns. They value self-motivated, creative individuals who work well in a collaborative environment – constantly generating and sharing new ideas and solutions with the team.

Requirements:

• Strong hands-on Python development experience, including the ability to read, understand, troubleshoot, and modify production code, customer integrations, SDK implementations, and automation workflows.
• Experience debugging Python applications, investigating runtime issues, analyzing logs and stack traces, and identifying root causes across complex systems.
• Strong troubleshooting and problem-solving skills, with the ability to independently investigate, reproduce, and diagnose complex technical issues.
• Experience working with Python SDKs, APIs, command-line tools, and helping customers implement or troubleshoot technical solutions.
• Strong communication skills with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
• Comfortable working directly with highly technical customers in a consultative and collaborative manner.
• Experience analyzing logs, tracing root causes, and troubleshooting issues across distributed systems.
• Proficiency with Linux command-line tools and troubleshooting services running on remote hosts.
• Hands-on experience with containerized applications (e.g., Docker) and modern software deployment environments.
• Ability to document investigations, findings, and remediation steps clearly for both customers and internal engineering teams.
• Experience collaborating with engineering teams and providing well-structured escalations when deeper product-level investigation is required.
• Background in technical operations, application support, platform engineering, solutions engineering, DevOps, Site Reliability Engineering, or similar customer-facing technical roles is highly preferred.
• Mentoring, technical leadership, or knowledge-sharing experience is considered a strong plus.
• Commitment to maintaining HIPAA compliance, security best practices, and data privacy.
• Familiarity with scientific computing, biomedical imaging, machine learning workflows, or life sciences data platforms is a plus.
• English level: Upper intermediate

Responsibilities:

• Serve as a technical point of contact for customers, helping them troubleshoot complex issues related to platform usage, integrations, SDKs, data pipelines, and scientific workflows.
• Work directly with highly technical customers to investigate issues, reproduce problems, identify root causes, and recommend solutions.
• Conduct technical troubleshooting sessions with customers and guide them through implementation challenges, integration issues, and platform best practices.
• Assist customers with Python code troubleshooting, integration challenges, and implementation of custom workflows using the platform.
• Provide guidance on platform capabilities, architecture, and implementation approaches for customer-specific use cases.
• Analyze application logs, execution data, pipeline configurations, and system behavior to diagnose technical issues.
• Access customer environments (with authorization) to perform technical investigations, validate solutions, and support issue resolution.
• Collaborate closely with engineering teams by providing detailed technical analysis, investigation results, reproduction steps, and escalation documentation.
• Act as an internal subject matter expert on platform functionality, integrations, and scientific computing workflows.
• Support customer onboarding and technical enablement by helping customers successfully adopt platform features and workflows.
• Contribute to technical documentation, quick-start guides, knowledge-base articles, and internal training materials.
• Identify recurring issues and recommend improvements to product workflows, tooling, automation, and support processes.
• Support SLA commitments by ensuring timely investigation, communication, and resolution of customer issues.
• Continuously expand platform knowledge and stay current with emerging technologies, customer use cases, and industry best practices.