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 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

Qualifications

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

• 9+ 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
• Expertise establishing and building out 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
• Excellent 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
• 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

Additional Information

HYBRID WORK MODEL: AT GUARDANT HEALTH, WE HAVE 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.

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 GUARDANT’S 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.

The US base salary range for this full-time position is $77,810 to $120,800. The range does not include benefits, and if applicable, bonus, commission, or equity. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role.

For positions based in Palo Alto, CA or Redwood City, CA, the base salary range for this full-time position is $111,158 to $151,000. The range does not include benefits, and if applicable, bonus, commission, or equity.

Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including, but not limited to, job-related skills, experience, and relevant education or training. If you are selected to move forward, the recruiting team will provide details specific to the factors above.

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/

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