Senior Software Support Engineer – LIMS

Senior Software Support Engineer – LIMSAt 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.We are building a unique software stack to manage an ecosystem of microservices, RESTful APIs, and data integrations with internal and external systems to deliver useful and elegant user experiences in the extraordinarily complex oncology diagnostic and therapeutic landscape. 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. Our technology stack reflects our views of using the best tools for the job, employing Java, Python, Ruby along with Kubernetes, Docker, MuleSoft, MySQL, MongoDB, high-performance computing clusters (HPC), and a variety of AWS services to analyze and disseminate vast volumes of genomic data.About the RoleThe 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 supportPrioritize workload and advance technical problems where appropriate to the next level of expertiseDiagnose, address and follow up on LIMS application issuesDrive process and automation improvements to optimize the support lifecyclePerform root cause analysis and execute support escalation as neededBuild and maintain How-To and Knowledge articles for end users and for support teamInitiate and lead technical design discussions within and across technical teamsEscalates urgent issues that requires more in-depth knowledge to appropriate developerParticipate in On Call Application Production Support based on rotationQualifications : 7+ years of experience as an Application Support Specialist in a distributed teamExcellent verbal, listening and written communication skillsAdvanced troubleshooting abilities, strong collaboration skills, and the ability to mentor junior engineers.Relational database expertise (Oracle, MySQL or similar) and SQL skillsGood experience with ticketing software and workflows, such as Salesforce CRM, Jira ServiceDesk or ServiceNow, including implementing and improving automation functionalityExpertise with logging tools such as Splunk as well as expertise with operating systems and application logsInvestigate 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.Bachelor’s degree is required - preferably in Engineering, Computer Science, Management Information Systems, or equivalent years of industry experience.