Senior Support Engineer - Portal

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. The Enterprise Software team delivers solutions to the organization that drive innovation, growth and efficiency for the diagnostics business. We are looking for a Senior Support Engineer to provide Tier 1 and Tier 2 support to a breadth of customers that work with the Oncology Portals across external customers, physicians, patients and BioPharma partners.

Requirements

• Lead the day-to-day triaging and dispatching of support activities
• Work with external / internal customers to address Oncology Portal issues and see them through to resolution
• 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 initial analysis and escalate as necessary to Tier 2 / Tier 3 to determine root cause
• 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