Customer Support Engineer - Lab Informatics SaaS

Sapio Sciences; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work flexibility

Competitive salary and benefits

Onboarding and training program

Career growth opportunities

Collaborative work environment

Job summary

Sapio Sciences is seeking a Customer Support Engineer to triage and own customer-reported issues on the Sapio platform. You will diagnose, apply configuration changes or workarounds, and coordinate with specialist teams to resolve problems.

Ideal candidates have 2+ years in enterprise software support, strong troubleshooting skills, and experience in Life Sciences environments. Location preference is West Coast USA with remote flexibility.

Qualifications

• Bachelor's degree or equivalent experience.
• 2+ years in a customer-facing technical support role on enterprise software.
• 3+ years Life Sciences experience in or with a lab setting.
• 3+ years configuring LIMS, ELN or similar software.

Responsibilities

• Triage and own tickets end-to-end from intake to closure.
• Coordinate with Platform/Delivery teams as needed.
• Maintain accurate ticket data for trends and reporting.
• Communicate clearly with customers throughout ticket lifecycle.
• Develop and document workarounds to restore customer operations.

Skills

Structured troubleshooting

SQL

Jira

Clear written communication

Regulated environment awareness

Ownership & multitasking

Customer-facing

Education

Bachelor's degree in Computer Science / IT / Life Science or related field

Tools

Jira

Knowledge base platforms

Remote session tools

Job description

Sapio Sciences is seeking a Customer Support Engineer to triage and own customer-reported issues on the Sapio platform. You will diagnose, apply configuration changes or workarounds, and coordinate with specialist teams to resolve problems.

Ideal candidates have 2+ years in enterprise software support, strong troubleshooting skills, and experience in Life Sciences environments. Location preference is West Coast USA with remote flexibility.