Customer Support Engineer

New

Sapio SciencesLife Sciences Informatics

Candidates must be located on the West Coast, USA to be considered for this position.Full-TimeMiddle

Salary not disclosed

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Job Details

Experience: 2+ years in a customer-facing technical support role; 3+ years of Life Sciences experience; 3+ years of experience configuring LIMS, ELN or comparable scientific informatics software.
Required Skills: PythonSQLData AnalysisJiraTroubleshootingTechnical support

Bachelor's degree in Computer Science, IT, a Life Science, or equivalent experience.
2+ years in a customer-facing technical support role on an enterprise software product.
3+ years of Life Sciences experience working within or alongside a laboratory.
3+ years of experience configuring LIMS, ELN, or comparable scientific informatics software.
Strong technical knowledge of cloud-hosted enterprise applications.
Proficiency with SQL and comfort reading configuration or scripting such as Python.
Familiarity with ticketing systems (e.g., Jira), knowledge base platforms, and remote session tools.
Understanding of GxP, change control, and validation implications in regulated environments.
Excellent written and interpersonal communication skills for technical and non-technical audiences.
Demonstrated ability to perform structured troubleshooting and root cause analysis.

Triage and assign severity to incoming tickets based on operational impact.
Own tickets end-to-end, coordinating internal teams as needed until customer-confirmed closure.
Reproduce issues in test environments using application logs and diagnostic tools.
Develop and document workarounds to restore customer operations.
Maintain clear, timely communication with customers regarding technical findings.
Create and maintain knowledge base articles, runbooks, and troubleshooting guides.
Identify product and process trends to inform continuous improvement.

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