Technical Support Engineer II
Guardant Health
Summary
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.
Job description
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
Requirements
- Bachelor's degree in Engineering, Computer Science, MIS, or equivalent experience
- 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 web debugging tools such as Chrome Developer Tools
- 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 (preferred)
Benefits
- Hybrid Work Model
- On-call rotation
- Background screening required
Company overview
Guardant Health, Inc. is a leading precision oncology company headquartered in Palo Alto, California, focused on transforming cancer care through advanced blood and tissue testing technologies. Founded in 2012 by Helmy Eltoukhy and AmirAli Talasaz, who serve as co-CEOs, the company specializes in liquid biopsy tests that detect cancer from circulating tumor DNA in blood samples. Guardant Health's flagship product, Guardant360, was the first comprehensive liquid biopsy test approved by the FDA for tumor mutation profiling and companion diagnostics in non-small cell lung cancer. The company has expanded its portfolio to include Guardant Reveal for residual disease monitoring, Guardant360 TissueNext tissue testing, and Shield, the first FDA-approved blood test for colorectal cancer screening. Guardant Health operates globally with approximately 1,999 employees and generates revenue from precision oncology testing services for clinical and biopharmaceutical customers, as well as development services and technology licensing. The company's innovative approach enables earlier cancer detection, treatment selection, and monitoring, helping to improve patient outcomes across all stages of cancer care.