Senior Technical Support Engineer - Lab Workflows

Job Description

At Guardant Health our mission is to conquer cancer with data; as such software sits at the core of everything we do. While we’re best known for our molecular diagnostics, which unlock the genomic signatures of cancer, these tests are just the first step in the equation. Turning this genomic data into actionable insights shared with thousands of patients, physicians, and researchers in a scalable, reliable, and secure fashion is a software product challenge.

The Enterprise Software team delivers solutions to the organization that drive innovation, growth and efficiency for the diagnostics business. This team is dedicated to developing systems and services to make sample processing secure, robust, high quality, and fast therefore enabling Guardant the ability to deliver more test results to our clients treating patients, performing research or enabling faster clinical trial enrollment.

We connect patients with clinical trials, help clinicians order our test and receive our clinical reports, and deliver valuable genomic datasets to researchers to help uncover important insights into treatment paradigms and drug discovery.

We are looking for a Senior Support Specialist to provide Tier 1 support to a breadth of customers that work with multiple software solutions across the laboratory, manage software platforms and services, identify process improvement opportunities and work with product and development teams to close gaps and implement enhancements.

• Work in shifts (swing shift) to provide Tier 1 support across multiple applications globally.
• Diagnose, address, and follow up on complex application issues
• Own a specific production problem and provide active coordination between various groups including internal and external vendor support groups to obtain a resolution
• Perform root cause analysis and execute support escalation as needed
• Provide proactive platform management to keep services up and running
• Establish support metrics, identify opportunities for reduction of support burden and work development team to prioritize and implement improvements
• Establish and maintain support SLAs, and actively formalize and improve support processes
• Build and maintain How-To and Knowledge articles for end users and support team members
• Support auxiliary requests for data (such as audit requests)
• Participate in On-Call rotation to address after hours high priority issues

Qualifications

You are a self-starter and can work independently as well as a great team player. You possess the ability to analyze problems and actively strategize to resolve them, pay attention to detail, and have excellent organization and communication skills. You have a lot of empathy toward your customers and always strive to help. You have a love of technology and desire to understand how things work, and aptitude to figure out how they can work better. You can juggle multiple tasks, work cross-functionally and at all levels of the organization, whether internally or externally. You are flexible and comfortable in a dynamic, fast-paced environment, calm under pressure and can prioritize to focus on the important, not just the urgent. You seek feedback and integrate it in a professional manner.

• 5+ years of experience as an Application Support Specialist in a distributed team
• Excellent verbal, listening and written communication skills
• Strong analytical and problem-solving skills
• Relational database expertise (Oracle, MySQL, or similar) and exceptional SQL skills
• Good experience with ticketing software and workflows, such as Jira ServiceDesk or ServiceNow, including implementing and improving automation functionality
• Experience managing COTS (commercial off the shelf) platforms such as LIMS (Laboratory Information Management System)
• Expertise with logging and monitoring tools such as Splunk, NewRelic, SolarWinds or DataDog, as well as expertise with operating systems and application logs
• A deep understanding of Linux and Linux-like operating system environments
• Hands-on knowledge of websites and web pages debugging tools such as Chrome Developer Tools, Internet Explorer Developer Tools, Firebug, and/or Safari
• Experience with API testing tools such as Postman, Insomnia, CURL, etc.
• Bachelor’s degree is required - preferably in Engineering, Computer Science, Management Information Systems, or equivalent years of industry experience
• Knowledge of Life Sciences and healthcare including clinical terms and concepts is a big plus
• Experience with one or more scripting languages is a plus
• Experience working in regulated environment is a plus

Additional Information

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

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