Customer Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate each assigned ticket, determine the issue, assign severity levels from S1 to S4, and collect reproduction steps, environment specifics, and platform version.

• Take ownership of assigned tickets from initiation to customer-confirmed resolution.

• Facilitate collaboration with the Platform Team, Tech Enablement, DevOps, or Delivery teams to ensure ticket progression.

• Ensure accurate classification, severity, and hygiene of tickets.

• Adhere to the published SLA for responses and updates, and communicate risks to the VP of Technical Delivery.

• Reproduce issues in test environments and analyze application logs and system diagnostics.

• Utilize AI-assisted tools to identify similar cases, known issues, and documented solutions.

• Address issues through configuration adjustments, data analysis, guidance, and workarounds.

• Develop and document workarounds, ensuring their effectiveness is confirmed with customers.

• Document suspected defects and refer them to the Platform Team with comprehensive diagnostic summaries.

• Differentiate between platform defects and customer configuration, implementation custom code, and new-scope requests.

• Forward configuration, custom-code, and new-scope inquiries to Delivery via the Customer Success Manager or Account Manager.

• Contribute to root-cause analysis documentation for critical defects and recurring issues.

• Maintain clear and timely communication with customers, managing their expectations realistically.

• Articulate technical findings to laboratory end users and customer IT teams.

• Support both Sapio-hosted and customer-hosted deployments in collaboration with customer IT.

• Acquire a working knowledge of LIMS, ELN, configuration, data types, workflows, rules, plugins, webhooks, and integrations.

• Create and update knowledge-base articles, runbooks, and troubleshooting guides.

• Identify trends in the queue and propose product, documentation, and process enhancements to the VP of Technical Delivery.

• Participate in the ongoing improvement of support processes, triage standards, and tooling.

⛳️ Requirements

• Candidates must reside on the West Coast, USA.

• A Bachelor's degree in Computer Science, Information Technology, a Life Science, or a related technical field, or equivalent experience.

• A minimum of 2 years in a customer-facing technical support role within an enterprise software product, ideally on a hosted or SaaS platform.

• At least 3 years of experience in Life Sciences, working within or alongside a laboratory, preferably in the introduction of new IT solutions.

• Over 3 years of experience configuring LIMS, ELN, or similar scientific informatics software.

• Structured troubleshooting skills using logs, diagnostics, and reproduction techniques.

• Strong technical knowledge of cloud-hosted enterprise applications.

• Proficiency in reading application logs and querying data; familiarity with SQL and configuration or scripting languages like Python.

• Experience with ticketing and support tools such as Jira, knowledge base platforms, and remote support tools.

• Understanding of severity, service level, and escalation models.

• Exceptional written communication and interpersonal abilities.

• Familiarity with working with customers in a regulated (GxP) environment, including change control, documentation, and validation considerations.

• Capability to multitask and prioritize within a live queue while maintaining attention to detail.

• Ability to work 8 hours per day on computers/laptops while utilizing monitors, keyboard, and mouse.

• Capacity to lift boxes weighing 20 lbs or less.

🏝️ Benefits

• A competitive salary and benefits package.

• Flexibility to work remotely, with chances for travel.

• A thorough onboarding and training program.

• Continuous opportunities for professional growth and development.

• A collaborative, inclusive, and supportive work environment.