Lead Support Analyst at Danaher Corporation

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Diagnostics, Biotechnology, BioPharmaIndustries

Requirements

4-6 years of prior experience in customer support or production support
Prior experience supporting SaaS products with a proven understanding of platforms like AWS or SPLUNK, including knowledge of error logs and outages
Excellent communication, customer handling, and problem-solving skills
Professional proficiency in English, both written and verbal, to effectively support global customers and collaborate across teams
Demonstrated leadership through mentoring and supporting team development and functional projects, with adaptability and resilience in fast-changing environments

Responsibilities

Lead the delivery of customer support services by managing case triage, resolution, and service quality using ITIL-based processes and support platforms like Salesforce, Jira, and Microsoft 365
Act as a subject matter expert for complex customer issues and internal support processes, providing technical leadership and high-level troubleshooting
Mentor and coach team members, sharing knowledge and best practices to elevate team performance and maintain a robust internal knowledge base
Drive cross-functional collaboration, influencing internal teams to prioritize customer-impacting issues and ensuring clear communication during major incidents
Be proactive and take the lead in ensuring the quality of support in line with the Quality Management Framework, including auditing cases, identifying recurring themes, and acting as the standard-bearer for service excellence
Champion continuous improvement, using data insights to identify trends, improve workflows, and uphold service excellence standards

Skills

Key technologies and capabilities for this role

issue resolutionteam mentoringcontinuous improvementcustomer supportproduct liaisonprocess enhancementsupport operationsservice excellence

Questions & Answers

Common questions about this position

Is this position remote or onsite?

The position will be based onsite out of our office in Bangalore, India.

What are the key responsibilities of the Lead Support Analyst?

The role involves leading customer support services using ITIL-based processes and tools like Salesforce, Jira, and Microsoft 365, acting as a subject matter expert for complex issues, mentoring team members, driving cross-functional collaboration, and championing continuous improvement.

What tools or platforms will I use in this role?

You will use ITIL-based processes and support platforms like Salesforce, Jira, and Microsoft 365.

What is the company culture like at IDBS?

IDBS fosters a culture of belonging where unique viewpoints matter, united by a commitment to innovate for tangible impact, continuous improvement via the Danaher Business System, and working alongside passionate colleagues who care deeply about the mission.

What makes a strong candidate for this Lead Support Analyst role?

A strong candidate should have expertise in ITIL processes, experience with support platforms like Salesforce and Jira, leadership skills to mentor teams and resolve complex issues, and a proactive approach to continuous improvement and quality assurance.

Danaher Corporation

Water quality, diagnostics, and identification solutions

About Danaher Corporation

Danaher Corporation operates in key markets such as water quality, product identification, and diagnostics. The company provides precision instruments and advanced purification technologies for analyzing and managing water, ensuring its safety in various environments. In product identification, Danaher specializes in laser marking, coding, and packaging solutions that help maintain product freshness and accurate labeling throughout the supply chain. In the diagnostics sector, Danaher offers tools and software that enhance diagnostic confidence, enabling healthcare providers to deliver effective care. What sets Danaher apart from competitors is its unique Danaher Business System, which focuses on continuous improvement and empowers employees to drive change. The company's goal is to consistently deliver high-performance products and solutions while maintaining leadership in its markets.

Washington, District of ColumbiaHeadquarters

1969Year Founded

IPOCompany Stage

Industrial & Manufacturing, Healthcare, Consumer GoodsIndustries

10,001+Employees

Risks

Increased competition from Roche and Abbott in AI-driven diagnostics.

Potential regulatory challenges in the EU for water quality sector.

Supply chain vulnerabilities affecting precision instruments sourcing.

Differentiation

Danaher's Danaher Business System drives continuous improvement and superior financial performance.

The acquisition of Cytiva enhances Danaher's capabilities in the biopharmaceutical sector.

Danaher's advanced purification technologies meet increasing demands for sustainable water management.

Upsides

Danaher's investment in AI-driven healthcare solutions boosts its diagnostics capabilities.

Cytiva acquisition expands Danaher's market share in the biopharmaceutical sector.

Point-of-care testing demand drives growth for Danaher's diagnostic tools and software.

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