Customer Support Engineer

About Sapio Sciences   Sapio Sciences is on a mission to accelerate scientific drug discovery and high-throughput clinical and diagnostics for our clients and partners. The Sapio team consists of expert and highly collaborative scientists, software developers, and professionals passionate about providing a best-in-class lab informatics platform and industry-specific solutions.   Sapio is one of the few software providers to offer a truly unified and highly configurable lab informatics platform and a broad suite of purpose-built solutions. The Sapio platform makes it easy for scientists, laboratory, and bio/informatics professionals to streamline and manage their end-to-end laboratory operations, from instrument data integration to workflow and experiment setup to sample and materials management, data management, and scientific data analysis and reporting.   Working at Sapio   At Sapio, we’re not just building lab informatics solutions. We’re creating tools made for the scientist and motivated to make the world a better place. We understand that lab informatics is about more than managing data or connecting workflows. It’s about making life easier for the scientist and making scientific progress faster for everyone. Our platform delivers the levels of configurability, usability and insight that scientists have only ever dreamed of.   We’re a team of scientists, developers and innovators who question convention and stay focused on what matters most - advancing drug discovery science. We challenge the status quo and respond to the needs at the heart of science with powerful solutions that are simple to use, effortless to evolve and downright easy to love.   As part of the Sapio team, you’ll work in a collaborative and forward-thinking environment where your ideas are valued, your growth matters and your work makes a difference.   We’re proud to partner with leading labs around the world, from ambitious start-ups to global organisations, who trust Sapio to support discovery, development and diagnostics with industry-first science-aware solutions. Position Summary The Customer Support Engineer is the first point of technical ownership for customer-reported issues on the Sapio platform. The role triages incoming tickets, diagnoses them, restores customer operations through configuration changes and workarounds, and engages specialist teams where deeper investigation is needed. Support owns the ticket from intake to closure. Ownership stays with the Customer Support Engineer even when the Platform Team, Tech Enablement, DevOps or Delivery are engaged to assist. The role is measured on service level performance, on how much is resolved within Support without avoidable escalation, and on the quality of the knowledge and documentation left behind. Working Location Candidates must be located on the West Coast, USA to be considered for this position. Essential Responsibilities Essential Responsibilities include the following. Other duties may be assigned. Ticket ownership and triage Triage every assigned ticket: establish what the issue actually is, assign a severity from S1 to S4 based on operational impact, and gather the reproduction steps, environment detail and platform version needed to progress it. Own assigned tickets end to end, from intake through to customer-confirmed closure, including where other teams are engaged to assist. Coordinate those teams and keep the ticket moving. Maintain accurate ticket classification, severity and hygiene so support data is reliable for trend analysis, reporting and product feedback. Meet published Service Level Agreement commitments for response and update, and raise risk to the VP Technical Delivery early where a commitment is at risk. Diagnosis and resolution Reproduce reported issues in a test