Customer Support Engineer
Job Summary
As the first point of technical ownership for customer-reported issues on the Sapio platform, the full-time remote Customer Support Engineer will triage incoming tickets, diagnose issues, restore customer operations through configuration changes, and engage specialist teams for deeper investigations.
Key Responsibilities
- Triage and own assigned tickets from intake to closure, coordinating with other teams as necessary
- Diagnose and resolve issues within Support, documenting workarounds and confirming with customers
- Maintain clear communication with customers throughout the ticket lifecycle, setting realistic expectations
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Life Sciences, 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
- Strong technical knowledge of cloud-hosted enterprise applications and familiarity with ticketing and support tooling
Complete Job Description
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