RRemoteville
Sapio Sciences logoSapio Sciences

Customer Support Engineer

Skills
Computer ScienceDevopsSoftware As A ServiceContinuous ImprovementReproductionRewritingRoot Cause Analysis
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Bachelor's degree in Computer Science Information Technology Life Science or related technical field or equivalent experience
  • 2+ years in customer-facing technical support for an enterprise software product preferably hosted or SaaS
  • 3+ years of Life Sciences experience working within or alongside a laboratory preferably introducing new IT solutions
  • 3+ years 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 with SQL familiarity and comfort reading Python or scripting
  • Familiarity with ticketing and support tooling such as Jira knowledge bases and remote session tools
  • Understanding of severity service level and escalation models
  • Ability to coordinate other teams while retaining ownership of the issue
  • Excellent written communication and interpersonal skills
  • Awareness of regulated GxP environments and change control validation implications
  • Ability to multitask and prioritise across a live queue
  • Strong customer service focus and self-starting attitude
  • Determined persistent and high integrity

Nice to have

  • Collaborative
  • Inclusive
  • Supportive
  • Analytical
  • Persistent
  • Customer-focused

Day to day

  • Own and triage customer-reported technical issues on the Sapio platform from intake through customer-confirmed closure.
  • Diagnose problems using reproduction, logs, diagnostics and AI-assisted tooling, then restore service through configuration changes, data investigation, guidance and practical workarounds.
  • Coordinate with Platform, DevOps, Delivery and customer IT teams while maintaining clear communication, accurate ticket hygiene and strong knowledge base documentation.