AI-Driven Support Engineer for Lab Platform

Remote; San Francisco (CA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-friendly

Travel opportunities

Onboarding & training

Growth opportunities

Job summary

Sapio Sciences seeks a Customer Support Engineer on the West Coast to triage, diagnose, and resolve platform issues for hosted enterprise software. You will own tickets end-to-end, implement workarounds, and coordinate with Platform/Delivery teams as needed.

Strong communication and documentation skills are essential. Ideal candidates have a CS/IT/Life Science background, 2+ years in customer-facing support, and 3+ years in Life Sciences or informatics.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Life Science, or related field.
• 2+ years in a customer-facing technical support role on an enterprise software product.
• 3+ years Life Sciences experience in or alongside a laboratory setting.
• 3+ years configuring LIMS, ELN or comparable software.

Responsibilities

• Triage and own tickets from intake to closure, determine severity and reproduction steps.
• Diagnose issues using logs, app diagnostics and AI-assisted tooling.
• Provide configuration changes, data investigations and workarounds to restore operations.
• Communicate clearly with customers and translate technical findings for diverse audiences.
• Contribute to knowledge base, runbooks and process improvements.

Skills

Structured troubleshooting

Logs & diagnostics

SQL

Python basics

Jira

Customer communication

Technical writing

Regulated environments

Ownership & multitasking

Education

Bachelor’s degree (CS/IT/Life Science)

Tools

Jira

Job description

Sapio Sciences seeks a Customer Support Engineer on the West Coast to triage, diagnose, and resolve platform issues for hosted enterprise software. You will own tickets end-to-end, implement workarounds, and coordinate with Platform/Delivery teams as needed.

Strong communication and documentation skills are essential. Ideal candidates have a CS/IT/Life Science background, 2+ years in customer-facing support, and 3+ years in Life Sciences or informatics.