About Albert

Albert‘s mission is to Digitalize the World of Chemistry, using data and machine learning to drastically accelerate the invention of new materials. Our platform helps R&D organizations achieve a structured data foundation, digitalize their formulation and testing processes, and empower scientists to innovate faster, smarter, and at scale. 

We are looking for a Solution Specialist to join our Support team within our Transformation organization reporting to the Team Lead, Support & Managed Services. The role is critical to driving successful outcomes for Albert’s customers after their initial “go-live”. If you're passionate about cutting-edge technology and love working in a fast-paced and growing culture, we want you on our team!

What you'll do:

As a Solution Specialist (Support) at Albert, you will be the front line of our customer experience—owning support interactions, solving problems with empathy and precision, and helping customers get real value from the Albert platform every day.

This role will be, providing expertise to customers around technical challenges, investigating issues, and advising on best practices to help organizations maximize their investment in Albert. The Solution Specialist is an individual contributor who develops full-platform expertise, leads small projects, contributes meaningfully to larger initiatives, and plays a visible & vital role in customer outcomes.

This role is ideal for someone who thrives at the intersection of customer advocacy and technical problem-solving.

Custom Support & Experience

• Serve as the first line of support for our customers across channels (ticketing system, email, and scheduled calls).
• Monitor and manage the support queue daily, ensuring timely, accurate, and thoughtful responses.
• Answer functional and technical questions about Albert, from basic "how do I…?" through more nuanced configuration and usage scenarios.
• Own issues from intake to resolution, proactively updating customers, setting clear expectations, and ensuring they never feel "in the dark."
• Troubleshoot and reproduce customer issues, gathering clear details, logs, and steps so that problems can be quickly understood and resolved.
• Partner with Engineering on complex issues, providing crisp problem descriptions and reproduction steps, and ensuring smooth handoffs while staying accountable to the customer.
• Drive a high-quality support experience, contributing to team goals around response time, resolution time, and customer satisfaction.

Technical Problem-Solving & Product Knowledge

• Develop deep expertise in the Albert platform, becoming a go-to resource for both customers and internal teams.
• Perform intermediate to advanced technical investigations, including configuration checks, data validation, and environment-specific testing.
• Document solutions, patterns, and best practices in our knowledge base so that customers and teammates can self-serve more easily over time.
• Identify recurring issues and usability pain points and then share these insights with Product and Engineering to help drive product improvements.
• Support customers in getting more value from Albert, offering configuration tips, workflow suggestions, and “teach a person to fish” guidance.

You will have:

• BS or MS in Chemistry or similar scientific field, with experience working in a chemical laboratory, research, or industry settings.
• Technical experience with APIs, SQL, or Python scripting is highly desired.
• Customer Service experience in a support or similar capacity.
• Strong problem-solving and troubleshooting skills; able to independently resolve routine issues and contribute to more complex ones.
• Excellent communication: articulate technical concepts clearly to both technical and non-technical audiences.
• Confidence in customer-facing delivery and leading small-scale projects.
• Ability to balance autonomy with judgment on when to ask for help.
• Empathy, patience, and professionalism in all customer interactions.
• Familiarity with SaaS platforms, configuration, and integrations.
• Comfort with data modelling and reporting.
• Ability to conduct reproducibility testing and basic technical investigations, such as log file and user session review.

Key competencies:

Grit: Self-starter, persistent problem solver, relentless in their pursuit of progress.

Proactive Collaborator: Proactive, customer-focused mindset with a passion for helping others succeed

Adaptability: Comfortable in dynamic, evolving customer and company environments

Innovator: Passionate about improving customer outcomes through digital tools and scientific rigor

Empathy: Strong active listening across multiple personas and cultures

Leadership: Ability to lead initiatives and drive projects to completion with little or no oversight.

Why Albert?

We have a huge impact. Albert is a growing team with a big reach. Our Platform facilitates the invention of materials for tens of thousands of companies and hundreds of thousands of applications - from coatings used on rockets to adhesives used in electric vehicles to 3D printed medical devices. We love distributed teams. Albert’s home-base is in the California Bay Area, but we have multiple offices and employees sprinkled around the globe. In fact, over 50% of our employees work outside of California! An international remote culture is in our DNA. We care about you. Albert works hard to create a positive environment for our employees, and we think your life outside of work is important too. We work hard and we play hard. We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day. We’re always looking for humble, sharp, and creative folks to join the Albert team. If you think you might be a fit, please apply!