Application Support Specialist

Company Summary: Sapio Sciences is on a mission to accelerate scientific drug discovery and high-throughput 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 best-in-class lab informatics platform and industry-specific 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 purpose-built solutions. The Sapio platform makes it easy for scientists, laboratory, and bio/informatics professionals to streamline and manage their end-to-end laboratory operations, from instrument data integration to workflow and experiment setup to sample and materials management, data management, and scientific data analysis and reporting. Sapio 's products are created from one platform - the Sapio Platform - a configurable no/low-code, science-aware laboratory informatics platform powered with built-in scientific and AI tools. Sapio's 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). Sapio' s business is optimally positioned in a high-growth 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 company's 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 system-related issues.
• Diagnose and troubleshoot complex technical problems, identify root causes, and implement effective solutions.
• Maintain in-depth knowledge of the company's 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 cross-functional 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 up-to-date 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:

• Bachelor's 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 cloud-based solutions and environments.
• Familiarity with customer support tools, ticketing systems, and remote desktop applications.
• Ability to multitask and prioritize in a fast-paced 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 non-technical customers.
• Problem-solving and analytical skills, with the ability to think critically and logically.
• Self-starter 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 • Team-building 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 job-related factors. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.