Senior Support Engineer - LIMS

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.

About the Role:

The 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 support.
• Prioritize workload and advance technical problems where appropriate to the next level of expertise.
• Diagnose, address and follow up on LIMS application issues.
• Drive process and automation improvements to optimize the support lifecycle.
• Perform root cause analysis and execute support escalation as needed.
• Build and maintain How-To and Knowledge articles for end users and for support team.
• Initiate and lead technical design discussions within and across technical teams.
• Escalates urgent issues that requires more in-depth knowledge to appropriate developer.
• Participate in On Call Application Production Support based on rotation.

Qualifications:

• 7+ years of experience as an Application Support Specialist in a distributed team.
• Excellent verbal, listening and written communication skills.
• Advanced troubleshooting abilities, strong collaboration skills, and the ability to mentor junior engineers.
• Relational database expertise (Oracle, MySQL or similar) and SQL skills.
• Good experience with ticketing software and workflows, such as Salesforce CRM, Jira ServiceDesk or ServiceNow, including implementing and improving automation functionality.
• Expertise with logging tools such as Splunk as well as expertise with operating systems and application logs.
• Investigate 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.

Job Location: Hyderabad, Telangana, India. (Hybrid model - Work from Office).