Customer Support Engineer

About Sapio Sciences Sapio Sciences is on a mission to accelerate scientific discovery and high-throughput clinical and diagnostic services. We bring together scientists, engineers, and industry specialists to build a unified lab informatics platform that helps organisations move faster, work smarter, and generate deeper insight from their data. Artificial intelligence is central to how we innovate and operate. Within our platform, AI enhances how laboratories structure, interpret, and act on scientific data. Across our business, we apply AI thoughtfully to improve efficiency, scalability, and decision-making. It is not an add-on or future ambition. It is embedded in how we build, deliver, and continuously improve. Our platform unifies ELN, LIMS, and scientific data management within a highly configurable environment. Scientists, laboratory professionals, and bioinformaticians rely on Sapio to manage end-to-end laboratory operations, from instrument integration and experiment setup to sample management, data analysis, and reporting. We design solutions that are powerful yet practical, enabling teams to focus on science rather than systems. Position Summary The Customer Support Engineer is the first point of technical ownership for customer-reported issues on the Sapio platform. The role triages incoming tickets, diagnoses them, restores customer operations through configuration changes and workarounds, and engages specialist teams where deeper investigation is needed. Support