Technical Support Engineer II
Share
Job Location:
Palo Alto, CA - USA
Monthly Salary:
$ 77900 - 107050
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Company Description
Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012 Guardant is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care including screening to find cancer early monitoring for recurrence in early-stage cancer and treatment selection for patients with advanced cancer. For more information visitand follow the company onLinkedInX (Twitter)andFacebook.
Responsibilities
- Lead day-to-day triaging and dispatching of customer support activities
- Work directly with internal and external customers to resolve Oncology Portal issues
- Establish maintain and report on support KPIs to guide staffing and product quality improvements
- Diagnose and troubleshoot application issues; escalate as needed to Tier 2 / Tier 3 teams
- Drive support process and automation improvements
- Collaborate with business leaders to define and maintain SLAs
- Own production issues and coordinate resolutions across internal and vendor teams
- Develop and maintain Knowledge Base articles and user documentation
- Assist with onboarding of new Technical Support Engineers
- Support compliance-related data requests (e.g. audit retrievals)
- Participate in on-call rotation for after-hours high-priority issues
About You
You are a proactive resourceful problem-solver who thrives in fast-paced environments. You excel at managing customer needs communicating effectively across teams and handling complex technical challenges with empathy and professionalism. You are driven to continuously improve systems processes and the customer experience.
Qualifications
- 3 years of experience as an Application Support Specialist in a distributed environment
- Excellent verbal listening and written communication skills
- Strong interpersonal and customer service skills
- Experience building or scaling a high-performance support function
- Ability to explain technical concepts to non-technical audiences
- Strong analytical and problem-solving skills
- Basic networking skills and understanding of web application behavior
- Experience with API testing tools (Postman Insomnia cURL etc.)
- Proficiency with ticketing systems such as Salesforce CRM Jira ServiceDesk or ServiceNow
- Experience with web debugging tools (Chrome DevTools Firebug Safari Inspector etc.)
- Bachelors degree in Engineering Computer Science MIS or equivalent experience
- Life sciences or healthcare domain knowledge is a plus
Desired but Not Required
- Experience with logging/monitoring tools such as Splunk or Datadog
- Experience with relational databases and SQL
- Experience with a scripting language (Python Bash etc.)
- Experience working in a regulated environment
Hybrid Work Model: This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays Tuesdays and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.
Employee may be required to lift routine office supplies and use office 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 to sit for extended periods of time.
Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities long-term conditions mental health conditions or sincerely held religious beliefs. If you need support please reach out to
A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).
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 ourPrivacy Notice for Job Applicants.
Please visit our career page at: Experience:
IC
Key Skills
- Database
- Jira
- Linux
- Bank
- Java
About Company
Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient cl ... View more
