Lab Informatics Support Engineer — Remote‑Friendly & SLA‑Driven

Sapio Sciences; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Remote work

Onboarding & training

Career growth

Collaborative culture

Travel opportunities

Job summary

Sapio Sciences is seeking a Customer Support Engineer on the West Coast in the United States. You will triage and own customer-reported issues on the Sapio platform, guiding cases from intake through closure with strong communication and data-driven problem-solving.

You will reproduce issues in test environments, craft reliable workarounds, document findings, and collaborate with Platform, DevOps, and Delivery teams to restore operation quickly.

Qualifications

• 2+ years in a customer-facing technical support role on an enterprise software product.
• 3+ years of Life Sciences experience in a laboratory setting.
• 3+ years configuring LIMS/ELN or similar scientific informatics software.

Responsibilities

• Triage tickets: assess issue, set severity, gather steps, environment, and version details.
• Own tickets end-to-end from intake to closure, coordinating with other teams as needed.
• Maintain accurate ticket classifications and SLAs, ensuring reliable data for reporting.
• Reproduce issues in test env, review logs, and propose workarounds or fixes.
• Document root-cause analysis and knowledge base updates for recurring problems.

Skills

Structured troubleshooting

Cloud-hosted apps

SQL familiarity

Communication

Customer service

Documentation

Education

Bachelor's degree in CS/IT/Life Sciences

Tools

LIMS/ELN configuration

Jira

Knowledge base tools

Remote support tools

Job description

Sapio Sciences is seeking a Customer Support Engineer on the West Coast in the United States. You will triage and own customer-reported issues on the Sapio platform, guiding cases from intake through closure with strong communication and data-driven problem-solving.

You will reproduce issues in test environments, craft reliable workarounds, document findings, and collaborate with Platform, DevOps, and Delivery teams to restore operation quickly.