Job Description
Job Title: ELN L2 Application Support Engineer
Location:
Experience: 35 Years
Role Overview
We are looking for a detail-oriented and customer-focused L2 Application Support Engineer to support and maintain ELN platforms within a laboratory informatics environment. The role requires strong functional understanding of laboratory workflows along with hands-on application support experience. You will act as a key interface between end users (scientists, lab staff), business stakeholders, and technical teams to ensure system reliability, compliance, and continuous improvement.
Key Responsibilities
Provide Level 2 application support for ELN systems, ensuring timely resolution of incidents, service requests, and problem tickets
Perform root cause analysis (RCA) and implement long-term fixes for recurring issues
Collaborate with L3 support teams, vendors, and development teams for complex issue resolution and system enhancements
Monitor system performance, availability, and data integrity across ELN platforms
Manage user access, roles, and permissions, and troubleshoot workflow-related issues
Support change management, release validation, and deployment activities
Create and maintain SOPs, knowledge base articles, and troubleshooting documentation
Work closely with scientists, QA/QC, and lab users to understand issues and provide functional support
Ensure compliance with GxP, 21 CFR Part 11, and data integrity standards
Assist in audit readiness by maintaining proper documentation and traceability
Required Qualifications & Skills
MSc in Chemistry (mandatory)
35 years of experience in application support, preferably in ELN environments
Hands-on experience with ELN platforms (e.g., LabWare ELN, Dotmatics, Sapio, Benchling, etc.)
Strong understanding of laboratory workflows (R&D, QC, or manufacturing)
Experience with incident management tools (ServiceNow, Jira, Salesforce, etc.)
Working knowledge of SQL and basic scripting for troubleshooting
Understanding of system integrations, APIs, and data flows
Familiarity with GxP compliance, CSV, and regulatory requirements
Strong communication skills to interact with both technical and non-technical stakeholders
Preferred Qualifications
Prior direct L2/L3 support experience in ELN platforms (highly desirable)
Experience as a Support Engineer in ELN systems
Exposure to cloud-based ELN solutions
Knowledge of ITIL processes (Incident, Problem, Change Management)
Experience in pharmaceutical, biotech, or life sciences industry
Prior user/admin experience in ELN systems
Key Competencies
Strong analytical and problem-solving skills
High ownership with a customer-first mindset
Ability to manage multiple priorities in a fast-paced support environment
Effective collaboration and stakeholder management
Deskside Support, Laboratory Information Management System (LIMS)
