Customer Support Engineer

About Sapio Sciences Sapio Sciences is on a mission to accelerate scientific discovery and high-throughput clinical and diagnostic services. We bring together scientists, engineers, and industry specialists to build a unified lab informatics platform that helps organisations move faster, work smarter, and generate deeper insight from their data. Artificial intelligence is central to how we innovate and operate. Within our platform, AI enhances how laboratories structure, interpret, and act on scientific data. Across our business, we apply AI thoughtfully to improve efficiency, scalability, and decision-making. It is not an add-on or future ambition. It is embedded in how we build, deliver, and continuously improve. Our platform unifies ELN, LIMS, and scientific data management within a highly configurable environment. Scientists, laboratory professionals, and bioinformaticians rely on Sapio to manage end-to-end laboratory operations, from instrument integration and experiment setup to sample management, data analysis, and reporting. We design solutions that are powerful yet practical, enabling teams to focus on science rather than systems. 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 environment, review application logs and system diagnostics, and use AI-assisted tooling to surface similar past cases, known issues and documented resolutions. - Resolve as much as possible within Support: configuration correction, data investigation, guidance and workarounds. Refer outward only where the evidence points to a platform defect, an infrastructure fault, or work outside the Support remit. - Develop and document workarounds that restore customer operations, and confirm with the customer that the workaround is adequate before the investigation continues. - Reproduce and evidence a suspected defect before referring it to the Platform Team, and provide a complete referral summary: reproduction steps, diagnostic findings, workaround status, customer impact and service level time remaining. - Distinguish platform defects from customer-specific configuration, from custom code delivered during implementation, and from requests for new scope. Route the latter categories to Delivery through the Customer Success Manager or Account Manager rather than into th