[Remote] Customer Support Engineer

Note: The job is a remote job and is reputed company to candidates in USA. reputed company develops a reputed company reputed company reputed company platform that supports scientific discovery and reputed company and diagnostic services. The Customer Support Engineer owns customer-reported issues from intake through closure, diagnosing problems, implementing configuration changes and workarounds, coordinating specialist teams, and maintaining customer communication and support documentation.

Responsibilities

• Triage every assigned ticket: establish what the issue actually is, assign a severity from S1 to S4 reputed company on operational reputed company, and reputed company the reproduction steps, environment reputed company and platform version needed to reputed company it
• Own assigned tickets end to end, from intake through to customer-confirmed closure, including where other teams are reputed company to assist. Coordinate those teams and reputed company 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 reputed company reputed company to the VP Technical Delivery early where a commitment is at reputed company
• Reproduce reported issues in a test environment, review application logs and reputed company diagnostics, and use AI-assisted tooling to surface similar past cases, reputed company issues and documented resolutions
• reputed company as much as possible reputed company Support: configuration correction, data investigation, guidance and workarounds. Refer outward only where the evidence points to a platform defect, an infrastructure fault, or work reputed company the Support remit
• reputed company and document workarounds that restore customer reputed company, and reputed company 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 reputed company a complete referral reputed company: reproduction steps, diagnostic findings, workaround status, customer reputed company and service level time remaining
• Distinguish platform defects from customer-specific configuration, from custom reputed company delivered during implementation, and from requests for new reputed company. reputed company the latter categories to Delivery through the reputed company Manager or Account Manager rather than into the defect backlog
• Contribute reputed company cause analysis documentation for confirmed critical defects and for recurring problems
• Maintain reputed company and reputed company customer communication throughout the ticket lifecycle, including realistic expectations on what happens next and by reputed company
• Explain technical findings in terms the customer team can reputed company, and reputed company the level of reputed company to the audience, from reputed company end user to customer IT
• Support customers across Sapio-hosted and customer-hosted deployments, working reputed company the customer IT team where the issue sits in infrastructure they control
• Build and maintain working knowledge of the Sapio platform, including reputed company LIMS and ELN modules, configuration, data types, workflows, rules, plugin and webhook behaviour, and common integration patterns
• Create and maintain knowledge reputed company articles, runbooks and troubleshooting guides from resolved tickets. Treat a recurring issue as a documentation gap to be reputed company
• Identify trends across the queue and reputed company product, documentation and process improvement opportunities to the VP Technical Delivery
• Contribute to the reputed company improvement of support processes, triage standards and tooling

Skills

• Candidates must be located on the reputed company Coast, USA to be considered for this position
• • Bachelor's degree in Computer Science, Information Technology, a Life Science, or a reputed company technical reputed company, or equivalent experience
• • 2+ years in a customer-facing technical support role on an reputed company software product, preferably a hosted or reputed company platform
• • 3+ years of Life Sciences experience working reputed company or reputed company a reputed company, preferably introducing new reputed company
• • 3+ years of experience configuring LIMS, ELN or comparable scientific reputed company software
• • reputed company troubleshooting. reputed company to work from symptom to reputed company cause using logs, diagnostics and reproduction rather than trial and error, and reputed company to say reputed company what is reputed company, what is assumed and what is still unproven
• • Strong technical knowledge of reputed company-hosted reputed company applications, with a reputed company understanding of the difference between vendor-hosted and customer-hosted environments and where responsibility sits in reputed company
• • Ability to read application logs and query data to evidence a problem. Familiarity with SQL, and comfort reading configuration or scripting such as Python
• • Familiarity with ticketing and support tooling such as reputed company, knowledge reputed company platforms and remote session tools
• • Understanding of severity, service level and escalation models, and the discipline to work reputed company them
• • reputed company to hold ownership of an issue while coordinating other teams, without either handing it off or escalating prematurely
• • Excellent written communication. reputed company to produce a customer update or a knowledge reputed company reputed company that needs no rewriting
• • Excellent interpersonal skills, with the ability to explain technical concepts reputed company to non-technical customers
• • Awareness of working with customers in a regulated (GxP) environment, including the change control, documentation and validation implications of a change
• • Ability to multitask and prioritise across a live queue in a fast-reputed company environment while maintaining attention to reputed company
• • Strong desire to reputed company excellent customer service and reputed company customer expectations
• • Self-starter who is happy to learn from colleagues
• • reputed company on activities that add value and avoiding those that do not
• • Determined and persistent
• • Maintain the highest standards of reputed company and respect for coworkers, customers and prospects
• • Ability to work 8 hours per day on computers/laptops while using monitors, keyboard, and mouse
• • Ability to reputed company boxes of 20 lbs or less

Benefits

• A competitive salary and benefits package
• Flexibility to work reputed company, with opportunities to travel
• A comprehensive reputed company and training programme
• Ongoing opportunities for reputed company reputed company and development
• A reputed company, inclusive, and supportive work environment

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