Customer Support Engineer

Ticket ownership and triage:

• Establish issue nature, assign severity from S1 to S4 based on operational impact, and gather necessary details.
• Coordinate with other teams while owning tickets from intake to customer-confirmed closure.
• Maintain accurate classification and hygiene to support trend analysis and reporting.

Diagnosis and resolution:

• Reproduce issues in test environments, review logs, and use AI tools to find similar cases and resolutions.
• Resolve within Support through configuration corrections, data investigation, and workarounds before escalating.
• Refer defects with complete summaries including reproduction steps, diagnostic findings, and workaround status.

Customer communication:

• Keep customers informed with clear expectations throughout the ticket lifecycle.
• Explain technical findings in accessible terms for laboratory end users or customer IT teams.
• Support both Sapio-hosted and customer-hosted deployments, collaborating with customer IT as needed.

Knowledge and continuous improvement:

• Build and maintain platform knowledge across modules, configurations, and integration patterns.
• Create knowledge base articles and runbooks from resolved tickets to fill documentation gaps.
• Identify trends and raise improvement opportunities to leadership.