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Senior Application Support Engineer



Customer Service
United States · Remote
Posted on Friday, May 19, 2023
About This Opportunity
Flywheel is seeking a talented Senior Customer Support Engineer to join Flywheel’s busy and growing support team. This is a unique opportunity for a self-motivated and customer driven Engineer to work closely with our highly technical and specialized customers. Successful applicants will have a passion for serving customers, technical problem-solving, and collaboration. This role requires strategic, integrated thinking along with technical experience working with a variety of technologies, including:
Cloud providers: AWS, GCS, Azure
Python APIs, SDKs and CLIs
MongoDB, ElasticSearch
Reading/understanding metrics, monitoring best practices
Continuous integration continuous deployment
This role provides escalated support to lab technicians and researchers using the Flywheel software at academic, clinical, and pharmaceutical research institutions across the globe. You will be responsible for resolving, escalating, or solution engineering tickets escalated by Flywheel’s Application Support Technicians. Applicants must be willing to consent to background checks as required by our customers who handle sensitive data.
Work closely with a growing (distributed) team of technical support agents, engineers, and business stakeholders. We're highly responsive to customer needs and constantly strive to make a positive contribution to the biomedical and life sciences communities we serve. Team members are recognized and rewarded when advocating for customer success and satisfaction over other concerns. We value self-motivated, creative individuals who work well in a collaborative environment - constantly generating and sharing new ideas and solutions with the team.
Flywheel has a comprehensive benefits package and encourages a balanced work life and home life.


  • Partner closely with customers, developers, and product teams (synchronously and asynchronously) to configure and support customer sites.
  • Work hard to solve customer problems while delighting them on the way.
  • Partner with engineering teams to provide feedback and direction on production services and deployments.
  • Create and update documentation based on customer interactions and needs.
  • Provide mentorship, peer coaching, and training to junior members of the team as required.
  • Collaborate daily across a geographically dispersed team.
  • Participate in on-call rotations for customers with premium support.

What Would Make You A Great Fit

  • You’re a natural communicator and enjoy partnering with internal and external stakeholders.
  • You’re not afraid to ‘get your hands dirty’ and explore new technologies.
  • You’re driven by curiosity and creative problem solving. When you see something broken, you can’t help but fix it.
  • You have 3+ years in a support engineering role in a B2B environment.
  • You have experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
  • You’re experienced using platforms like Jira, ZenDesk, and GitLab.
  • You have direct experience with production application deployments in AWS, GCP, or Azure.
  • You know infrastructure as code tools such as Ansible, Terraform, etc.
  • You have experience or training running services in Kubernetes
  • You have strong software development skills — Python, etc.
  • You think in systems — edge cases, failure modes, behaviors, specific implementations.
Do you feel like you don't have everything that's listed above? If you have some of the skills and experience that we’re looking for and are willing to use your talent to learn the rest, we encourage you to apply!
About Us
Flywheel 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.
Flywheel 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, Flywheel helps organizations scale research data and analysis, improve scientific collaboration, and accelerate discoveries.
Company Values
The alchemy of effective teamwork happens when we each take ownership of both the menial and the magical every day. We’re serious, but never stuffy. We keep our cool under pressure because we assume best intentions and maintain perspective. This allows for true teamwork, with a dash of irreverence.
We are tenacious and united in our pursuit of solving our customers’ biggest challenges, and no challenge is too big. Diverse backgrounds across our team make us more effective as we listen, absorb, collaborate, and iterate to innovate.
We’re obsessed with uncovering the why of any given. Having an open mind allows us to be quick to fail and quick to adapt. We relentlessly pursue continual improvement through learning and imagining new possibilities.
We’re fueled by grit, boundless energy, and a deep belief that we are doing cool shit. We don’t hesitate to stand up and speak out because we trust that through tough, honest discourse we can drive change and make a real difference for our customers and our mission.