Lab Operations - Engineer II – Client Technology
Exelixis
Summary
The Engineer II – Client Technology provides advanced engineering support across a broad range of technologies and platforms. This role plays a critical part in anticipating and resolving escalated technical issues and ensuring the reliability and performance of end-user technologies. Uses approved AI assistants to accelerate diagnosis, documentation, and training deliverables while retaining human decision-making for remediation actions. Owns the standardization of repeatable fixes into runbooks and decision trees that improve consistency across human and AI-assisted support.
Job description
Essential Duties/Responsibilities
- Engineer, analyze, configure, implement, and maintain technology tools and solutions
- Diagnose and resolve complex hardware, software, and application issues, ensuring minimal disruption to business operations
- Proactively ensure user devices are secure, compliant, and performing efficiently, regularly coordinating upgrades, patches and refreshes
- Leverage diagnostic tools, monitoring platforms and system logs, using AI-assisted correlation and summarization where approved to accelerate root cause identification; validate findings prior to remediation
- Convert recurring incident patterns into structured, human-owned runbooks and decision trees that define resolution steps, verification checks, and escalation criteria
- Classify AI-assisted recommendations by risk (low/medium/high) and apply appropriate validation and peer review prior to executing changes
- Work closely with stakeholders to understand their technology needs and deliver solutions
- Continuously evaluate user needs, proactively designing and implementing strategies that support updated, high-performing user technologies and create a positive user experience
- Collaborate with cross-functional teams to implement and validate solutions as needed
- Understand and support specialized business use cases of client technologies
- Access and manage systems via administrative consoles with elevated privileges
- Create documentation for technical solutions, deployment procedures, and automation scripts (AI-assisted drafting permitted) to ensure accuracy, compliance, and usability
- Provide product training to internal support staff on relevant technologies, including how to validate AI-assisted troubleshooting suggestions and when to bypass AI for sensitive/escalated scenarios
- Performs other duties as assigned
- Complies with all policies and standards
Education/Experience
High School diploma and 9 years of experience; or Associate’s degree and 7 years of experience; or Bachelor’s degree and 5 years of related experience; or Equivalent combination of education and experience. Technical certification may be required.
Knowledge, Skills and Abilities Required
- Proven ability to use engineering practices and principles to resolve technical issues in an IT environment
- Advanced knowledge of troubleshooting and maintaining client technologies
- Ability to resolve complex technical issues and contribute to process improvements
- Ability to work independently and exercise sound judgment
- Experience with scripting or automation tools to streamline tasks and workflows
- Ability to proactively seek out areas of improvement and drive solutions
- Effective communication with cross-functional teams and end users
- Ability to document solutions and contribute to knowledge bases
- Strong knowledge of product-centric and agile framework models
- Ability to evaluate AI-assisted diagnostic hypotheses, confirm with logs/telemetry, and document evidence-based conclusions
Requirements
- High School diploma and 9 years of experience; or Associate’s degree and 7 years of experience; or Bachelor’s degree and 5 years of related experience; or Equivalent combination of education and experience
- Technical certification may be required
- Proven experience analyzing and solving complex technical problems on a broad range of technology platforms
- Experience implementing engineering solutions to client technology issues
- Familiarity with administrative consoles and elevated system access
- Experience working in Agile environments and using ticketing systems (e.g., JIRA, JSM)
- Experience delivering an exceptional client experience
- Proven experience providing advanced level engineering support
- Proven ability to use engineering practices and principles to resolve technical issues in an IT environment
- Advanced knowledge of troubleshooting and maintaining client technologies
- Ability to resolve complex technical issues and contribute to process improvements
- Ability to work independently and exercise sound judgment
- Experience with scripting or automation tools to streamline tasks and workflows
- Ability to proactively seek out areas of improvement and drive solutions
- Effective communication with cross-functional teams and end users
- Ability to document solutions and contribute to knowledge bases
- Strong knowledge of product-centric and agile framework models
- Ability to evaluate AI-assisted diagnostic hypotheses, confirm with logs/telemetry, and document evidence-based conclusions
Benefits
- 401(k) Matching
- Medical, Dental & Vision
- Life & Disability Insurance
- Flexible Spending Accounts
- Discretionary Annual Bonus
- Company Stock Purchase
- Long-Term Incentives
- 15 Vacation Days
- 17 Paid Holidays
- Up to 10 Sick Days
Company overview
Exelixis, Inc. is an oncology-focused biotechnology company headquartered in Alameda, California, that specializes in the discovery, development, and commercialization of innovative cancer treatments. Founded in 1994, the company has evolved into a multi-platform cancer organization with a proven track record in the challenging biotech sector. Exelixis is best known for its flagship molecule cabozantinib, an inhibitor of multiple tyrosine kinases including MET, AXL, VEGF receptors, and RET, which has led to several approved drugs for difficult-to-treat cancers. The company's portfolio includes four approved drugs, with two derived from cabozantinib, and it maintains a robust pipeline of next-generation cancer treatments. With approximately 1,500 employees across five continents, Exelixis operates as a publicly traded company (NASDAQ: EXEL) and has established strategic alliances with major pharmaceutical and biotechnology partners. The company's mission centers on transforming science into new treatments that give cancer patients and their families hope for the future, with every employee united in this ambitious cause.