Customer Support Engineer

Virtual Vocations Inc

As the first point of technical ownership for customer-reported issues on the Sapio platform, the full-time remote Customer Support Engineer will triage incoming tickets, diagnose issues, restore customer operations through configuration changes, and engage specialist teams for deeper investigations. Key Responsibilities Triage and own assigned tickets from intake to closure, coordinating with other teams as necessary Diagnose and resolve issues within Support, documenting workarounds and confirming with customers Maintain clear communication with customers throughout the ticket lifecycle, setting realistic expectations Required Qualifications Bachelor's degree in Computer Science, Information Technology, Life Sciences, or a related technical field, or equivalent experience 2+ years in a customer-facing technical support role on an enterprise software product, preferably a hosted or SaaS platform 3+ years of Life Sciences experience working within or alongside a laboratory, preferably introducing new IT solutions 3+ years of experience configuring LIMS, ELN, or comparable scientific informatics software Strong technical knowledge of cloud-hosted enterprise applications and familiarity with ticketing and support tooling

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Vacancy posted 3 days ago

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