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Customer Support Engineer

15 hours, 30 minutes ago
United States
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
JIRA Python SQL
Apply Now
Sapio Sciences

Sapio Sciences

Sapio Sciences provides a science aware™ lab informatics platform with LIMS, ELN, and SDMS software for effortless lab management and collaboration.

Internet Software & Services
51-200
Founded 2004
View All Jobs 9

Description

  • Triage assigned support tickets, assess S1–S4 severity, and gather reproduction steps, environment details, and platform-version information.
  • Own tickets from intake through customer-confirmed closure, coordinating Platform, Tech Enablement, DevOps, and Delivery teams as needed.
  • Meet service-level commitments for responses and updates, escalating risks early when commitments may be missed.
  • Reproduce issues in test environments, review logs and diagnostics, and use AI-assisted tools to identify related cases and known resolutions.
  • Resolve issues through configuration changes, data investigation, customer guidance, and workarounds before escalating when appropriate.
  • Document and validate workarounds that restore customer operations while investigations continue.
  • Prepare evidence-based defect referrals with reproduction steps, diagnostic findings, customer impact, workaround status, and remaining SLA time.
  • Communicate technical findings and next steps clearly to laboratory users, customer IT teams, and other stakeholders.
  • Create and maintain knowledge base articles, runbooks, troubleshooting guides, and root-cause documentation.
  • Identify recurring issues and recommend product, documentation, process, triage, and tooling improvements.

Requirements

  • Must be located on the West Coast, USA.
  • Bachelor’s degree in Computer Science, Information Technology, Life Sciences, or a related technical field, or equivalent experience.
  • 2+ years of customer-facing technical support experience with enterprise software, preferably a hosted or SaaS platform.
  • 3+ years of life sciences experience working in or alongside a laboratory, preferably implementing new IT solutions.
  • 3+ years of experience configuring LIMS, ELN, or comparable scientific informatics software.
  • Strong structured troubleshooting skills using logs, diagnostics, and reproducible evidence to identify root causes.
  • Knowledge of cloud-hosted enterprise applications, including vendor-hosted versus customer-hosted responsibilities.
  • Ability to read application logs and query data; familiarity with SQL and configuration or scripting languages such as Python.
  • Experience with support tools such as Jira, knowledge base platforms, and remote-session tools.
  • Understanding of severity, SLAs, escalation models, and regulated GxP environments, including change-control and validation requirements.

Benefits

  • Competitive salary and benefits package.
  • Remote-work flexibility with travel opportunities.
  • Comprehensive onboarding and training program.
  • Ongoing professional growth and development opportunities.
  • Collaborative, inclusive, and supportive work environment.
  • Inclusive recruitment process with reasonable adjustments available.

Interested in this position?

Apply directly on the company website

Apply Now

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