Lead Technical Support Engineer
Company: Bose Corporation
Location: Framingham
Posted on: May 7, 2022
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Job Description:
Company Description Guardant Health is a leading precision
oncology company focused on helping conquer cancer globally through
use of its proprietary blood tests, vast data sets and advanced
analytics. The Guardant Health Oncology Platform leverages
capabilities to drive commercial adoption, improve patient clinical
outcomes and lower healthcare costs across all stages of the cancer
care continuum. Guardant Health has launched liquid biopsy-based
Guardant360, Guardant360 CDx and GuardantOMNI tests for advanced
stage cancer patients. These tests fuel development of its LUNAR
program, which aims to address the needs of early stage cancer
patients with neoadjuvant and adjuvant treatment selection, cancer
survivors with surveillance, asymptomatic individuals eligible for
cancer screening and individuals at a higher risk for developing
cancer with early detection. 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 were 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. Job
Description 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 Lead
Technical Support Engineer 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.
Responsibilities: Lead the day-to-day triaging and dispatching of
support activities Establish, maintain, and report on support
related KPIs to inform staffing, defect tracking, and software
improvements Diagnose, address, and follow up on complex
application issues Drive process and automation improvements to
optimize the support lifecycle Collaborate with business leaders to
establish and maintain support SLAs 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 Build and maintain How-To and Knowledge
articles for end users and support team members Assist in
onboarding of new Technical Support engineers to the support
process Support auxiliary requests for data (such as audit requests
for compliance) Participate in On-Call rotation to address after
hours high priority issues About You 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. Qualifications 7+ 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. Bachelors 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 plus
Experience with one or more scripting languages is a plus
Experience working in regulated environment is a plus Additional
Information Covid Vaccination Policy: Starting January 7, 2022,
Guardant Health will require all employees to be fully vaccinated
to either (a) establish that they have been fully vaccinated
against COVID-19; or (b) request and obtain an approved exemption
from Guardants COVID-19 U.S. Vaccination Policy as a reasonable
accommodation, as consistent with applicable laws. An employee is
considered fully vaccinated against COVID-19 two weeks after
receiving the second dose of a two-dose vaccine or one dose of a
single-dose vaccination. Acceptable vaccines are approved or under
emergency use authorization by the U.S. Food and Drug
Administration (FDA) and/or the World Health Organization (WHO). In
addition, fully-vaccinated employees will be required to maintain
their fully-vaccinated status under this policy by obtaining, if
applicable, any FDA-approved boosters. 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. To learn more about the information collected when you
apply for a position at Guardant Health, Inc. and how it is used,
please review our Privacy Notice for Job Applicants . Please visit
our career page at: http://www.guardanthealth.com/jobs/by
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Keywords: Bose Corporation, Framingham , Lead Technical Support Engineer, IT / Software / Systems , Framingham, Massachusetts
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