Qualifications
Responsibilities
Benefits
Job Description
The Enterprise Software team enables innovation, operational efficiency, and scalability across Guardant Health’s diagnostic business. We develop secure and reliable systems that streamline sample processing and ensure timely delivery of clinical results. We are seeking a Support Engineer to provide Tier 1 and Tier 2 support for Oncology Portals used by clinicians, patients, and BioPharma partners. You will lead triage operations, manage escalations, and collaborate with engineering teams to drive resolution, improve processes, and enhance customer experience.
Responsibilities
• Lead day-to-day triaging and dispatching of customer support activities
• Work with external / internal customers to address Oncology Portal issues and see them through to resolution
• 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 a specific production problem and provide active coordination between various groups including internal and external vendor support groups to obtain a resolution
• 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 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
• Bachelor’s degree in Engineering, Computer Science, MIS, or equivalent experience with 4+ years of experience as an Application Support Specialist in a distributed environment
• Hands-on experience leveraging AI tools to improve efficiency and effectiveness
• 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
• 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 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
• Life sciences or healthcare domain knowledge is a plus Desired but Not Required
AI & Digital Fluency
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 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.
Our team will look into this right away.
