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Customer Support Engineer

3 weeks, 6 days ago
United States
Full-time
Junior
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
51-250
Founded 2004
View All Jobs 11

Description

  • Triage assigned tickets, determine the issue, set severity from S1 to S4, and collect reproduction and environment details.
  • Own tickets end to end from intake through customer-confirmed closure, coordinating other internal teams as needed.
  • Maintain accurate ticket classification, severity, and hygiene for reporting, trend analysis, and product feedback.
  • Meet service level agreement commitments for response and updates, and escalate risk early when commitments are in jeopardy.
  • Reproduce issues in test environments, review logs and diagnostics, and use AI-assisted tools to identify known cases and resolutions.
  • Resolve issues within Support through configuration corrections, data investigation, guidance, and workarounds whenever possible.
  • Document workarounds and confirm they restore customer operations before further investigation continues.
  • Reproduce and evidence suspected defects before escalating them to the Platform Team with a complete referral summary.
  • Differentiate defects from customer configuration issues, custom implementation code, and new-scope requests, and route them appropriately.
  • Create and maintain knowledge base articles, runbooks, and troubleshooting guides from resolved tickets.
  • Identify recurring trends and recommend product, documentation, and process improvements.
  • Support customers across Sapio-hosted and customer-hosted deployments, including coordination with customer IT teams where appropriate.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, Life Science, or a related technical field, or equivalent experience.
  • 2+ years in a customer-facing technical support role on an enterprise software product, preferably a hosted or SaaS platform.
  • 3+ years of Life Sciences experience working within or alongside a laboratory, preferably introducing new IT solutions.
  • 3+ years of experience configuring LIMS, ELN, or comparable scientific informatics software.
  • Structured troubleshooting skills using logs, diagnostics, and reproduction to work from symptom to root cause.
  • Strong technical knowledge of cloud-hosted enterprise applications and the difference between vendor-hosted and customer-hosted environments.
  • Ability to read application logs and query data; familiarity with SQL and reading configuration or scripting such as Python.
  • Familiarity with ticketing and support tools such as Jira, knowledge bases, and remote session tools.
  • Understanding of severity, service level, and escalation models.
  • Excellent written and interpersonal communication skills, including the ability to explain technical concepts to non-technical customers.
  • Awareness of working in regulated (GxP) environments, including change control, documentation, and validation implications.
  • Ability to multitask and prioritize across a live queue in a fast-paced environment.
  • West Coast, USA location required.
  • Experience with hosted or SaaS platforms is preferred.
  • Experience in a regulated laboratory setting or introducing new IT solutions is preferred.

Benefits

  • Competitive salary and benefits package.
  • Remote work flexibility with opportunities to travel.
  • Comprehensive onboarding and training programme.
  • Ongoing professional growth and development opportunities.
  • Collaborative, inclusive, and supportive work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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