Senior Support Engineer

10 hours ago

Hyderabad, India Guardant Health Full time
Job Description

About the Role:

The Software team is looking for an experienced and energetic Senior Support Engineer who can help diagnosing and resolving a wide array of technical issues reported by customers (LIMS users) and across other systems and services that interact with LIMS to facilitate lab operations.

Responsibilities:

• Provide Tier 1 and Tier 2 production support.

• Prioritize workload and advance technical problems where appropriate to the next level of expertise.

• Diagnose, address and follow up on LIMS application issues.

• Drive process and automation improvements to optimize the support lifecycle.

• Perform root cause analysis and execute support escalation as needed.

• Build and maintain How-To and Knowledge articles for end users and for support team.

• Initiate and lead technical design discussions within and across technical teams.

• Escalates urgent issues that requires more in-depth knowledge to appropriate developer.

• Participate in On Call Application Production Support based on rotation.

Qualifications:

• 7+ years of experience as an Application Support Specialist in a distributed team.

• Excellent verbal, listening and written communication skills.

• Advanced troubleshooting abilities, strong collaboration skills, and the ability to mentor junior engineers.

• Relational database expertise (Oracle, MySQL or similar) and SQL skills.

• Good experience with ticketing software and workflows, such as Salesforce CRM, Jira ServiceDesk or ServiceNow, including implementing and improving automation functionality.

• Expertise with logging tools such as Splunk as well as expertise with operating systems and application logs.

• Investigate and resolve issues by analyzing code, identifying root causes, and implementing solutions or workarounds.

• Experience with API testing tools such as Postman, Insomnia, CURL, etc.

Qualifications

  • Bachelor’s degree is required - preferably in Engineering, Computer Science, Management Information Systems, or equivalent years of industry experience.

Additional Information

Job Location : Hyderabad, Telangana, India. (Hybrid model - Work from Office).

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