Application Support Engineer

Company Summary:

Sapio Sciences is on a mission to accelerate scientific drug discovery and highthroughput 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 bestinclass lab informatics platform and industryspecific 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 purposebuilt solutions. The Sapio platform makes it easy for scientists laboratory and bio/informatics professionals to streamline and manage their endtoend laboratory operations from instrument data integration to workflow and experiment setup to sample and materials management data management and scientific data analysis and reporting.

Sapios products are created from one platform the Sapio Platform a configurable no/lowcode scienceaware laboratory informatics platform powered with builtin scientific and AI tools. Sapios three core products are Sapio LIMS (Laboratory Information Management System Sapio ELN (Electronic Laboratory Notebook) Sapio Jarvis (Scientific Data Cloud) and Sapio ELaiN (Electronic Laboratory Artificially Intelligence Notebook).

Sapios business is optimally positioned in a highgrowth market where regulators and customers are emphasizing data quality data access compliance and taking advantage of the latest advancements in AI making it easier for scientists lab and informatics professionals to accelerate novel science.

Position Summary

As a Customer/App Support Engineer you will be responsible for providing technical assistance and support to customers regarding the companys products and services. The role involves troubleshooting technical issues resolving problems and ensuring customer satisfaction.

Essential Responsibilities:

• Provide technical support to customers via various channels (phone email chat etc.) to resolve application and systemrelated issues.
• Diagnose and troubleshoot complex technical problems identify root causes and implement effective solutions.
• Maintain indepth knowledge of the companys products services and technical specifications.
• Resolve customer reported issues within published Service Level Agreement commitments.
• Create and maintain comprehensive documentation knowledgebase articles and troubleshooting guides.
• Collaborate with crossfunctional teams such as Customer Success and DevOps to escalate and resolve complex issues.
• Analyze customer support data and identify trends areas for improvement and potential product enhancements.
• Stay uptodate with the latest technologies industry trends and best practices related to customer support and technical troubleshooting.
• Contribute to the continuous improvement of support processes and procedures.

Education/Experience:

• Bachelors degree in computer science Information Technology or a related technical field or equivalent experience.
• Several years of Life Sciences experience working within a Lab (preferably introducing new IT solutions)
• Several years of experience with configuring either LIMS or ELN or similar software.

Required Skills & Abilities:

• Proven experience in a customer support or technical support role.
• Strong technical knowledge and troubleshooting skills in cloudbased solutions and environments.
• Familiarity with customer support tools ticketing systems and remote desktop applications.
• Ability to multitask and prioritize in a fastpaced environment while maintaining attention to detail.
• Strong desire to provide excellent customer service and exceed customer expectations.
• Excellent communication and interpersonal skills with the ability to explain technical concepts clearly to nontechnical customers.
• Problemsolving and analytical skills with the ability to think critically and logically.
• Selfstarter who is happy to learn from colleagues.
• Focused on activities that add value and avoiding those that do not.
• Determined and persistent.
• Maintain the highest standards of integrity and respect for coworkers customers and prospects.

Benefits And Other Perks

Annual bonus plan

Competitive medical dental vision STD LTD Life and AD&D insurance

PTO and paid holidays

Pension match

Commitment to further education

EAP

Free drinks and snacks

Teambuilding events

Sapio Sciences is an Equal Opportunity Employer.

We do not discriminate based on race colour religion sex sexual orientation gender identity national origin age genetic information disability or any other status protected by law or regulation. We intend that all qualified applicants be given equal opportunity and that selection decisions are based on jobrelated factors. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.