Software Support Engineer - PM Shift

Crescendo Bioscience

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Location: South San Francisco, CA Posted Date: 4/22/2013 Position Type: Full time Job Code: S-SSE-0413 Required Education: High school or equivalent

Description

The Software Support Engineer – PM Shift will be the first responder to diverse software and hardware support needs from internal clinical lab users.   We’re looking for a team player who will be able to work independently to troubleshoot issues that may arise in our clinical lab software systems, fax server, printers and hardware.  

Your primary responsibilities will include providing system monitoring and immediate helpdesk response, ensuring software and hardware issues are resolved in a timely fashion. You will also log resolutions and maintain defects and feature requests in the issue tracker database to improve future product releases.   You will provide hands-on training of end-users including lab personnel, customer service, and other technical and non-technical staff.   Some time may be devoted to support-related engineering projects such as writing sample code to diagnose or troubleshoot, or scripts to support testing or validation.   The role will require technical writing and editing including training guides and manuals, work instructions, testing protocols, and other technical documentation.  

Successful candidates will be team-oriented, capable of independent and creative problem-solving, and demonstrate exceptional writing and communication skills.  Position will require working 3PM to 11:30 PM on Monday to Friday.  

Required Knowledge and Skills:
•Excellent critical thinking, troubleshooting and problem solving skills  
•Excellent written and verbal communication skills
•Experience with helpdesk and bug-tracking systems
•Experience with SQL and commercially-used relational databases
•Customer-oriented, reliable and responsible
•Demonstrated experience with and talent for hardware & software troubleshooting
•Demonstrated ability to translate technical concepts to users with a variety of levels of experience

Requirements

•BS in Computer Science or related technical discipline
•2+ years in a Software Support, Technical Support, Software QA or Software Development role

Desired:
•Two or more years systems (Linux/Windows) and network experience
•Familiarity working in virtualized environments
•Experience with Python or other scripting language
•Experience in a biotechnology environment
•Experience in a startup or mid-stage company
•Experience with FDA, CLIA, or related regulatory environments

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