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.

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.

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 and Tier 2 support to a breadth of customers that work with for the Oncology Portals across external customers, patients and BioPharma partners.  Support responsibilities including triaging of customer issues received either directly or thought sales or services channels, resolution where possible or escalation to Tier 3.  The Lead should also support team knowledge transfer from software development, be responsible for Support team effectiveness including support process management, status reporting and improvement action plans where needed. 

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 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 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

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 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 and monitoring tools such as Splunk, NewRelic, SolarWinds or DataDog, as well as expertise with operating systems and application logs
• An understanding of Amazon Web Services as a platform
• 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.
• Bachelor’s degree is required - preferably in Engineering, Computer Science, Management Information Systems, or equivalent years of industry experience

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.

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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