---
title: 'IT Support Engineer at Dotmatics'
canonical: 'https://feeny.ai/job/it-support-engineer-dotmatics-pune-tfe54mnpkyzj'
type: 'job'
last_seen: '2026-09-10'
---

# IT Support Engineer at Dotmatics

- **Company:** Dotmatics
- **Location:** Pune, India
- **Work type:** remote
- **Posted:** 2026-08-26
- **Last confirmed live:** 2026-09-10
- **Apply:** https://www.dotmatics.com/jobs/apply?gh_jid=4725241005

## Job description

Our Why At Dotmatics

At Dotmatics, a Siemens company,  we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, SoftGenetics and Virscidian.

We have a vision for a new Lab of the Future that will change the future of scientific research.

We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.

Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.

Shaping the Future of Science At Dotmatics

Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.

You’ll join a collaborative, global team pushing the boundaries of scientific innovation.  Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.

We are Science Driven. We are Customer Centric. We are Better Together.

What do we need

We're looking for an IT Helpdesk Support Engineer/Technician to be the first line of technical support for employees across our multi-entity organization. You'll work in a hybrid identity environment (on-prem AD synced to Entra ID/Azure AD) alongside Google Workspace, supporting Windows and macOS users, and troubleshooting Exchange Online and Google Mail. We currently have 2 open positions - these positions will work in shifts to support a global business, shift patterns may include working hours such as a split shift or early morning starts, your recruiter will give you more details.

In this role you will get to:

- Endpoints: Troubleshoot PC/Mac hardware, OS, and app issues; coordinate device replacement and deployment; support Intune/Jamf Pro policy and compliance
- Identity & Access: Resolve login/auth issues across AD and Entra ID; process system and software access requests; support Google Workspace accounts
- Email: Troubleshoot Exchange Online and Google Mail issues; process DL and shared mailbox requests
- Network & General Support: Basic Wi-Fi/VPN/connectivity troubleshooting; assist with change requests; handle general IT tickets
- Onboarding/Offboarding: Provision new hire access and devices; process offboarding (access revocation, device retrieval)
- Cloud Workspaces: Provision and troubleshoot AWS Workspaces for designated employees
- Ticketing: Own tickets in Jira Service Management (JSM) from intake to resolution within SLA; escalate as needed

We are looking for people who have 3–5 years in an IT helpdesk or desktop support role, working in a multi-geo environment supporting business users in multiple time zones and various productivity suites such as Microsoft and Google suites.  You will have experience working UK & US teams.  This role requires a strong command of English both written and spoken.

The key skills we need

- Working tickets in Jira Service Management (JSM)
- Hands-on support experience with both Windows and macOS
- Working knowledge of Active Directory and Azure AD/Entra ID (hybrid identity)
- Cloud operations fundamentals — familiarity with AWS and/or Azure (core services, basic IAM concepts)
- Familiarity with Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive)
- Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)
- Onboarding new joiners, Provisioning new laptop set up and access, including hosting live first day Onboarding meetings/inductions + Offboarding, Decommissioning of users
- Strong customer-service mindset and communication skills

You may also have

- Google Workspace administration experience
- Working knowledge of Intune and/or Jamf Pro
- Exposure to AWS Workspaces or other VDI
- Working in a complex, multi-entity/post-acquisition IT environment
- Familiarity with SSO/SAML and third-party IdPs (e.g., JumpCloud, Okta)
- Basic scripting/automation exposure (PowerShell, Bash, or Google Apps Script)
- IT certifications (CompTIA A+/Network+, Microsoft MD-102, AWS Cloud Practitioner, Jamf Certified Associate)

Research shows us the[confidence gap](https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/) and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.

By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics [Privacy Notice](https://www.dotmatics.com/privacy-policy) explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information.

Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.

## About Dotmatics

## Company Overview
- **One-liner**: Dotmatics provides a cloud‑based scientific R&D platform that connects best‑in‑breed software applications to accelerate research and innovation.
- **Entity Type**: Private (wholly owned subsidiary of Siemens AG following a $5.1 billion acquisition completed July 1, 2025)
- **Headquarters**: Boston, Massachusetts, United States
- **Founded**: 2005
- **Founders**: Stephen Gallagher, Alastair Hill

## Core Business
- **Primary industry**: Scientific R&D software for life sciences, biopharma, clinical research, and academia.
- **Target customers**: B2B – biopharma companies, contract research organizations (CROs), academic institutions, and forensic/genetic testing labs.
- **Mission**: “To accelerate scientific innovation and help make the world a healthier, cleaner, and safer place to live.”

## Products & Services
- **Dotmatics Platform**: Cloud‑based enterprise data management platform that harmonizes data from instruments and software for AI‑ready analysis.
- **Luma Agent**: Agentic AI assistant that plans, executes, and documents research workflows, from data query to audit‑ready reports.
- **GraphPad Prism**: Widely used statistical analysis and graphing software for scientists.
- **SnapGene**: Molecular biology visualization and cloning software with detailed documentation.
- **Geneious Suite**: Bioinformatics tools for molecular biology, genomics, and antibody screening.
- **LabArchives**: Electronic lab notebook for capturing and collaborating on experimental data.
- **Other Applications**: OMIQ (flow cytometry), Protein Metrics, nQuery, SoftGenetics (clinical/forensic genetics), and M‑Star.

## Market Standing
- **Valuation/Market Cap**: Acquired by Siemens AG for $5.1 billion (announced April 2025, closed July 2025)
- **Key Metric**: 2 million+ users, 10,000+ customers, 800+ employees (LinkedIn data: 364 employees as of mid‑2025, with 4.7% YoY growth)
- **Notable Investors/Partners**: Insight Partners (lead prior to acquisition), Siemens (current parent); customers include Illumina, GSK, Waters Corporation, and PerkinElmer.
- **Growth Signals**: Launch of Luma AI agent; acquisition of SoftGenetics expanding into clinical and forensic markets; 20%+ LinkedIn follower growth; 65% average NPS score.

## Competitive Advantages
- **Ecosystem play**: Open platform that unites multiple industry‑leading scientific applications (GraphPad Prism, SnapGene, Geneious) with a data‑driven backbone.
- **AI leadership**: Luma Agent provides end‑to‑end automation with full traceability, a key differentiator in the lab‑of‑the‑future space.
- **Siemens backing**: Access to global industrial reach, resources, and digital infrastructure after acquisition.
- **User base loyalty**: 2 million active scientists across 180+ countries; strong brand recognition in academia and biopharma.

## Strategic Focus
- Transitioning to an AI‑native "Lab of the Future" with Luma Agent as the central orchestrator.
- Expanding into clinical and forensic genetic analysis via recent acquisitions.
- Deepening integration with Siemens’ digital industry portfolio to offer end‑to‑end R&D solutions.
- Continuing to build a multimodal science platform that structures data for AI/ML applications.

## Why Work Here
- **Culture**: “Science Driven, Customer Centric, Better Together” – built by scientists for scientists.
- **Work model**: Remote‑friendly with hubs in Boston, UK (Bishop’s Stortford), San Diego, Auckland, Tokyo, Cork, and others.
- **Employee ratings**: 4.1/5 on LinkedIn (work‑life 4.2, culture 3.9, compensation 3.8, career 3.7).
- **Engineering roles**: Senior Full Stack Engineer (Node.js), Staff Data Engineer, Senior Data Analytics Engineer, Performance Test Engineer.
- **Impact**: Work on products used by millions of researchers globally, with the opportunity to shape AI‑driven scientific discovery.

## Sources
1. [dotmatics.com](https://www.dotmatics.com/) – Main site, product overview, Luma Agent details.
2. [dotmatics.com/about-us](https://www.dotmatics.com/about-us) – Mission, vision, company history, acquisition by Siemens.
3. [dotmatics.com/about-careers](https://www.dotmatics.com/about-careers) – Culture, remote/hybrid policy, 800+ employees, global hubs.
4. [linkedin.com/company/dotmatics](https://www.linkedin.com/company/dotmatics) – Employee count, revenue, funding, acquisitions, recent departures, job postings.
5. [dotmatics.com/jobs](https://www.dotmatics.com/jobs) – Current open positions.

## Other roles at Dotmatics

- [Senior Full Stack Engineer – Registration | Luma](https://feeny.ai/job/senior-full-stack-engineer-registration-luma-dotmatics-mexico-city-ciudad-de-nh5s27w3stnk) — Mexico City Ciudad de México, Mexico
- [Java Software Engineer | Geneious](https://feeny.ai/job/java-software-engineer-geneious-dotmatics-auckland-rg8a5p6z87bg) — Auckland, New Zealand
- [Software Development Engineer in Test | Luma](https://feeny.ai/job/software-development-engineer-in-test-luma-dotmatics-united-kingdom-vj48xc5j7nw8) — United Kingdom
- [HR Specialist](https://feeny.ai/job/hr-specialist-dotmatics-united-kingdom-b252a9kmz669) — United Kingdom
- [Senior Full Stack Engineer – Lab Connect | Luma](https://feeny.ai/job/senior-full-stack-engineer-lab-connect-luma-dotmatics-mexico-city-ciudad-de-2rt4sax5afqb) — Mexico City Ciudad de México, Mexico
- [Product Business Analyst  | Luma](https://feeny.ai/job/product-business-analyst-luma-dotmatics-united-kingdom-8a6mj2y66kxj) — United Kingdom
- [Director, Sales - EMEA | Luma](https://feeny.ai/job/director-sales-emea-luma-dotmatics-united-kingdom-fc0jm4rsjvkj) — United Kingdom
- [Director, Professional Services (North America)  | Luma](https://feeny.ai/job/director-professional-services-north-america-luma-dotmatics-united-states-b01jmpy2v8qw) — United States
- [Customer Support Associate | Graphpad - Japan](https://feeny.ai/job/customer-support-associate-graphpad-japan-dotmatics-japan-zvc1t5nfh71c) — Japan
- [Cloud Data Analytics Engineer | Luma](https://feeny.ai/job/cloud-data-analytics-engineer-luma-dotmatics-mexico-city-ciudad-de-mexico-jyw6h08tfssj) — Mexico City Ciudad de México, Mexico