Semaphore Solutions

Customer Success Manager

• Work directly with customers post-implementation of the platform in their lab
• Triage Tier 1 issues and route requests appropriately
• Troubleshoot and close Tier 1 issues
• Prepare technical documentation on product usage and troubleshooting
• Drive process documentation and monitor customer-reported issues

Customer Success Analyst

Infrastructure Engineer

• Serve as the technical escalation point for the infrastructure team
• Lead architecture decisions for major infrastructure initiatives
• Define and drive technical standards, best practices, and documentation
• Represent the infrastructure team in cross-functional technical discussions
• Conduct design reviews and provide guidance on implementation approaches
• Drive incident response and lead postmortems for significant events
• Design, build, and maintain highly-available distributed infrastructure on AWS
• Develop and improve infrastructure-as-code using Terraform
• Manage container orchestration and service mesh (Nomad, Consul)
• Implement and maintain secrets management and security controls (Vault)
• Build automation, tooling, and self-service capabilities for the engineering team
• Optimize observability, monitoring, and alerting (Datadog)
• Support production systems and participate in on-call rotation
• Mentor infrastructure engineers, providing technical guidance and career support
• Conduct code reviews and pair programming sessions
• Help grow team capabilities through knowledge sharing and documentation
• Contribute to hiring—participate in interviews, help define technical assessments
• Foster a culture of continuous improvement and operational excellence

Staff Infrastructure Engineer

Software Engineer

• Write, test, and maintain clean, reliable code to support client implementations
• Help identify, investigate, and resolve software or configuration issues
• Work closely with other developers, Field Application Scientists, and project leads
• Participate in code reviews and testing activities
• Maintain clear and well-organized technical notes and project documentation

Junior Implementation Developer – LIMS

• Proactively guide Labbit customers from late-stage sales through implementation, adoption and beyond
• Own a customer portfolio and serve as their primary relationship manager and strategic partner
• Lead monthly check-ins and periodic reviews, maintaining stakeholder power maps
• Monitor account health through dashboards that track engagement, satisfaction, growth opportunities, churn risk, training needs, and roadmap priorities
• Produce quarterly internal account summaries to keep cross-functional teams aligned on status, risks, and expansion opportunities
• Communicate insights into internal action and engage customers independently

• Support the technical implementation and customization of Labbit, our next-generation LIMS platform.
• Work directly with Field Application Scientists and customers’ laboratory and technical stakeholders to understand workflows.
• Configure systems, build features, and implement integrations that support operational needs.
• Participate in discovery sessions, writing code, writing automation tests, and reviewing solutions with peers.

Customer Success Analyst

Staff Infrastructure Engineer

Junior Implementation Developer – LIMS

Customer Success Manager

Implementation Developer, LIMS