Customer Support Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 18%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Sapio Sciences LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

Sapio Sciences is a leading provider of AI-powered lab informatics solutions, offering a unified platform that integrates LIMS (Laboratory Information Management Systems), ELN (Electronic Lab Notebooks), and SDMS (Scientific Data Management Systems). The platform is designed to be configurable without coding, catering to the needs of scientists and lab professionals. It supports scientific research, discovery, manufacturing, and clinical diagnostics. Sapio's solutions streamline complex laboratory workflows, enhance data management, and foster compliance with industry standards such as GMP (Good Manufacturing Practices).

📋 Description

• Triage every assigned ticket, establish the issue, assign S1–S4 severity, and gather reproduction steps, environment details and platform version • Own assigned tickets end to end from intake through customer-confirmed closure • Coordinate Platform Team, Tech Enablement, DevOps or Delivery involvement and keep tickets moving • Maintain accurate ticket classification, severity and hygiene • Meet published SLA response and update commitments and raise risks to the VP Technical Delivery • Reproduce issues in test environments and review application logs and system diagnostics • Use AI-assisted tooling to identify similar cases, known issues and documented resolutions • Resolve issues through configuration correction, data investigation, guidance and workarounds • Develop and document workarounds and confirm their adequacy with customers • Evidence suspected defects and refer them to the Platform Team with complete diagnostic summaries • Distinguish platform defects from customer configuration, implementation custom code and new-scope requests • Route configuration, custom-code and new-scope matters to Delivery through the Customer Success Manager or Account Manager • Contribute root-cause analysis documentation for critical defects and recurring problems • Maintain clear, timely customer communication and set realistic expectations • Explain technical findings to laboratory end users and customer IT teams • Support Sapio-hosted and customer-hosted deployments alongside customer IT • Build working knowledge of LIMS, ELN, configuration, data types, workflows, rules, plugins, webhooks and integrations • Create and maintain knowledge-base articles, runbooks and troubleshooting guides • Identify queue trends and raise product, documentation and process improvements to the VP Technical Delivery • Contribute to continuous improvement of support processes, triage standards and tooling

🎯 Requirements

• Candidates must be located on the West Coast, USA • 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 • Structured troubleshooting using logs, diagnostics and reproduction • Strong technical knowledge of cloud-hosted enterprise applications • Ability to read application logs and query data; familiarity with SQL and 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 • Excellent written communication and interpersonal skills • Awareness of working with customers in a regulated (GxP) environment, including change control, documentation and validation implications • Ability to multitask and prioritise across a live queue while maintaining attention to detail • 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

🏖️ Benefits

• 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