Overview

To provide first and technical support for Empower CDS users across global customers, ensuring timely resolution of incidents, service requests, and system issues while maintaining high customer satisfaction and system reliability.

Responsibilities
- Provide basic level support for Empower CDS users (Global Customers)
- Handle Informatics compass cases within defined SLAs
- Perform initial triage, troubleshooting, and resolution of user-reported issues utilizing AI Advisor.
- Pass complex issues to appropriate Expert Center teams with proper documentation
- Support instrument integration, data acquisition, processing, and reporting issues
- Troubleshoot Empower components including Projects, methods, and processing methods
- System configuration and user access
- Instrument control and connectivity
- Assist users with workflow issues, errors, and best practices
- Provide quick turnaround and effective communication to global clients




- Participate in on-call or shift-based support aligned with US time zones
- Maintain detailed documentation of cases, solutions, and knowledge articles
- Ensure compliance with regulated environments (e.g., 21 CFR Part 11)
- Adhere to Environmental, Health and Safety policies and procedures.
- Continuously improve technical knowledge and troubleshooting skills
- Collaborate effectively with global teams
- Maintain high levels of customer satisfaction and professionalism

Qualifications

Bachelor’s degree or higher (or equivalent) in Chemistry or some science degree or experience
2-4 years of experience in Empower CDS support or usage
Excellent troubleshooting and analytical skills
Ability to prioritize and resolve tickets quickly
Experience with ticketing tools (Salesforce etc.)
Experience with Waters Empower CDS, Chromatography workflows (HPLC/UPLC).

📌 Expert Center Senior Engineer (Bengaluru)
🏢 waters
📍 Bengaluru