Customer Support Engineer

sapiosciences · 1 month ago

Work mode: Remote
Employment: Full time
Category: Support
Experience: 2+ years

ai cloud devops jira process-improvement python root-cause-analysis saas sql

About Sapio Sciences

Sapio Sciences is on a mission to accelerate scientific drug discovery and high-throughput clinical and diagnostics for our clients and partners. The Sapio team consists of expert and highly collaborative scientists, software developers, and professionals passionate about providing a best-in-class lab informatics platform and industry-specific solutions.

Sapio is one of the few software providers to offer a truly unified and highly configurable lab informatics platform and a broad suite of purpose-built solutions. The Sapio platform makes it easy for scientists, laboratory, and bio/informatics professionals to streamline and manage their end-to-end laboratory operations, from instrument data integration to workflow and experiment setup to sample and materials management, data management, and scientific data analysis and reporting.

Working at Sapio

At Sapio, we’re not just building lab informatics solutions. We’re creating tools made for the scientist and motivated to make the world a better place. We understand that lab informatics is about more than managing data or connecting workflows. It’s about making life easier for the scientist and making scientific progress faster for everyone. Our platform delivers the levels of configurability, usability and insight that scientists have only ever dreamed of.

We’re a team of scientists, developers and innovators who question convention and stay focused on what matters most - advancing drug discovery science. We challenge the status quo and respond to the needs at the heart of science with powerful solutions that are simple to use, effortless to evolve and downright easy to love.

As part of the Sapio team, you’ll work in a collaborative and forward-thinking environment where your ideas are valued, your growth matters and your work makes a difference.

We’re proud to partner with leading labs around the world, from ambitious start-ups to global organisations, who trust Sapio to support discovery, development and diagnostics with industry-first science-aware solutions.

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

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.

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

- Be true partners

- Remember why we’re here

- Act with empathy

- Commit to transparency

- Excel in quality

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 across the application, interview & assessment processes then please let us know. We will work with you to support your needs in confidence.

Diversity, Equity & Inclusion

We do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other status protected by law or regulation. We intend that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.

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