Customer Support Engineer

Sapio Sciences; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work flexibility

Travel opportunities

Onboarding and training

Growth & development

Collaborative environment

Job summary

Sapio Sciences is seeking a Customer Support Engineer on the West Coast to own the triage, diagnosis, and resolution of customer issues on the Sapio platform. You will maintain ticket hygiene, coordinate with Platform/Delivery teams, and document workarounds and runbooks for future issues.

Ideal candidates have 2+ years in customer-facing tech support for enterprise software, 3+ years in Life Sciences IT, and strong problem-solving and communication skills to support regulated, data-driven

Qualifications

• Bachelor's degree in Computer Science, Information Technology, life science or related field, or equivalent experience.
• 2+ years in a customer-facing technical support role on an enterprise software product.
• 3+ years of Life Sciences experience working with IT solutions.
• 3+ years configuring LIMS, ELN or similar informatics software.

Responsibilities

• Triage every ticket, assign severity, and gather reproduction steps and environment details.
• Own tickets end-to-end, coordinating with other teams to progress and close.
• Maintain accurate ticket classifications for reliable trend analysis and reporting.
• Communicate clearly with customers throughout the ticket lifecycle.
• Create and maintain knowledge base articles, runbooks and troubleshooting guides.
• Identify trends and raise product/process improvement opportunities.

Skills

Structured troubleshooting

Cloud apps expertise

SQL familiarity

Jira

Escalation management

Written communication

Education

Bachelor's degree in Computer Science / IT / Life Science

Tools

Remote session tools

Knowledge base platforms

SQL tooling / querying

Job description

Position Summary

The Customer Support Engineer is the first point of technical ownership for customer-reported issues on the Sapio platform. The role triages incoming tickets, diagnoses them, restores customer operations through configuration changes and workarounds, and engages specialist teams where deeper investigation is needed.

Support owns the ticket from intake to closure. Ownership stays with the Customer Support Engineer even when the Platform Team, Tech Enablement, DevOps or Delivery are engaged to assist. The role is measured on service level performance, on how much is resolved within Support without avoidable escalation, and on the quality of the knowledge and documentation left behind.

Working Location

Candidates must be located on the West Coast, USA to be considered for this position.

Essential Responsibilities include the following. Other duties may be assigned.

Ticket ownership and triage

Triage every assigned ticket: establish what the issue actually is, assign a severity from S1 to S4 based on operational impact, and gather the reproduction steps, environment detail and platform version needed to progress it.

Own assigned tickets end to end, from intake through to customer-confirmed closure, including where other teams are engaged to assist. Coordinate those teams and keep the ticket moving.

Maintain accurate ticket classification, severity and hygiene so support data is reliable for trend analysis, reporting and product feedback.

Meet published Service Level Agreement commitments for response and update, and raise risk to the VP Technical Delivery early where a commitment is at risk.

Diagnosis and resolution

Reproduce reported issues in a test environment, review application logs and system diagnostics, and use AI-assisted tooling to surface similar past cases, known issues and documented resolutions.

Resolve as much as possible within Support: configuration correction, data investigation, guidance and workarounds. Refer outward only where the evidence points to a platform defect, an infrastructure fault, or work outside the Support remit.

Develop and document workarounds that restore customer operations, and confirm with the customer that the workaround is adequate before the investigation continues.

Reproduce and evidence a suspected defect before referring it to the Platform Team, and provide a complete referral summary: reproduction steps, diagnostic findings, workaround status, customer impact and service level time remaining.

Distinguish platform defects from customer-specific configuration, from custom code delivered during implementation, and from requests for new scope. Route the latter categories to Delivery through the Customer Success Manager or Account Manager rather than into the defect backlog.

Contribute root cause analysis documentation for confirmed critical defects and for recurring problems.

Customer communication

Maintain clear and timely customer communication throughout the ticket lifecycle, including realistic expectations on what happens next and by when.

Explain technical findings in terms the customer team can act on, and adjust the level of detail to the audience, from laboratory end user to customer IT.

Support customers across Sapio-hosted and customer-hosted deployments, working alongside the customer IT team where the issue sits in infrastructure they control.

Knowledge and continuous improvement

Build and maintain working knowledge of the Sapio platform, including core LIMS and ELN modules, configuration, data types, workflows, rules, plugin and webhook behaviour, and common integration patterns.

Create and maintain knowledge base articles, runbooks and troubleshooting guides from resolved tickets. Treat a recurring issue as a documentation gap to be closed.

Identify trends across the queue and raise product, documentation and process improvement opportunities to the VP Technical Delivery.

Contribute to the continuous improvement of support processes, triage standards and tooling.

Qualifications — Education/Experience

Bachelor's degree in Computer Science, Information Technology, a 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.

Required Skills & Abilities

Structured troubleshooting. Able to work from symptom to root cause using logs, diagnostics and reproduction rather than trial and error, and able to say clearly what is known, what is assumed and what is still unproven.

Strong technical knowledge of cloud-hosted enterprise applications, with a clear understanding of the difference between vendor-hosted and customer-hosted environments and where responsibility sits in each.

Ability to read application logs and query data to evidence a problem. Familiarity with SQL, and comfort reading configuration or scripting such as Python.

Familiarity with ticketing and support tooling such as Jira, knowledge base platforms and remote session tools.

Understanding of severity, service level and escalation models, and the discipline to work within them.

Able to hold ownership of an issue while coordinating other teams, without either handing it off or escalating prematurely.

Excellent written communication. Able to produce a customer update or a knowledge base article that needs no rewriting.

Excellent interpersonal skills, with the ability to explain technical concepts clearly to non-technical customers.

Awareness of working with customers in a regulated (GxP) environment, including the change control, documentation and validation implications of a change.

Ability to multitask and prioritise across a live queue in a fast-paced environment while maintaining attention to detail.

Strong desire to provide excellent customer service and exceed customer expectations.

Self-starter who is happy to learn from colleagues.

Focused on activities that add value and avoiding those that do not.

Determined and persistent.

Maintain the highest standards of integrity and respect for coworkers, customers and prospects.

Physical Demands

Ability to work 8 hours per day on computers/laptops while using monitors, keyboard, and mouse.

Ability to lift boxes of 20 lbs or less.

What We Offer

At Sapio Sciences, we recognise that our people are our greatest strength. That's why we're proud to offer:

A competitive salary and benefits package

Flexibility to work remotely, with opportunities to travel

A comprehensive onboarding and training programme

Ongoing opportunities for professional growth and development

A collaborative, inclusive, and supportive work environment

Our People

At Sapio Sciences, our people are at the heart of everything we do. Our lab informatics solutions are powered not just by technology, but by a shared commitment to our core values — what we proudly call The Sapio Seven, aka EMBRACE:

Embrace the future

Make a difference

Remember why we're here

Act with empathy

Commit to transparency

These values shape how we work, how we grow, and how we deliver impact for our clients every day.

Reasonable Adjustments

We are committed to ensuring an inclusive and accessible recruitment process. If you require any reasonable adjustments at any stage of the application, interview & assessment process, please let us know. We will work with you to support your needs in confidence.

Sapio Sciences hires based on merit, capability, and potential. Selection decisions are made using job-related criteria aligned to the needs of our customers and business.

We are an equal opportunity employer and do not discriminate based on any characteristic protected by applicable law.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.