Senior Support Engineer

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 Engineer to provide Tier 1 and Tier 2 support to a breadth of customers that work with the Oncology Portals across external customers, physicians, patients and BioPharma partners. Support responsibilities including triaging of customer issues received either directly or through sales or services channels, resolution where possible or escalation to Tier 2 / Tier 3.

Responsibilities:

• Lead the day-to-day triaging and dispatching of support activities
• Work with external / internal customers to address Oncology Portal issues and see them through to resolution
• Establish, maintain, and report on support related KPIs to inform staffing, defect tracking, and software improvements
• Diagnose, address, and follow up on Portal 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 initial analysis and escalate as necessary to Tier 2 / Tier 3 to determine root cause
• 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

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

Qualifications

• 7+ years of experience as an Application Support Specialist in a distributed team
• Excellent verbal, listening and written communication skills
• Excellent interpersonal and customer service skills
• Experience establishing and building out a high performance support function
• Ability to explain to explain technical issues to a nontechnical audience
• Strong analytical and problem-solving skills
• Basic networking skills and an understanding of how Web applications function
• Experience with API testing tools such as Postman, Insomnia, CURL, etc.
• Good experience with ticketing software and workflows, such as Salesforce CRM, Jira ServiceDesk or ServiceNow, including implementing and improving automation functionality
• Hands-on knowledge of websites and web pages debugging tools such as Chrome Developer Tools, Internet Explorer Developer Tools, Firebug, and/or Safari
• 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 plus
• Desired But Not Required
• Experience with logging and monitoring tools such as Splunk or DataDog, as well as expertise with operating systems and application logs is a plus
• Experience with relational databases and SQL is a plus
• Experience with one or more scripting languages is a plus
• Experience working in regulated environment is a plus