Technical Support Engineer II

Support EngineerThe 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.Responsibilities:Lead day-to-day triaging and dispatching of customer support activitiesWork with external / internal customers to address Oncology Portal issues and see them through to resolutionEstablish, maintain, and report on support KPIs to guide staffing and product quality improvementsDiagnose and troubleshoot application issues; escalate as needed to Tier 2 / Tier 3 teamsDrive support process and automation improvementsCollaborate with business leaders to define and maintain SLAsOwn a specific production problem and provide active coordination between various groups including internal and external vendor support groups to obtain a resolutionDevelop and maintain Knowledge Base articles and user documentationAssist with onboarding of new Technical Support EngineersSupport compliance-related data requests (e.g., audit retrievals)Participate in on-call rotation for after-hours high-priority issuesAbout 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 environmentHands-on experience leveraging AI tools to improve efficiency and effectivenessExcellent verbal, listening, and written communication skillsStrong interpersonal and customer service skillsExperience building or scaling a high-performance support functionAbility to explain technical concepts to non-technical audiencesStrong analytical and problem-solving skillsBasic networking skills and understanding of web application behaviorExperience with API testing tools (Postman, Insomnia, cURL, etc.)Proficiency with ticketing systems such as Salesforce CRM, Jira ServiceDesk, or ServiceNowHands-on knowledge of websites and web pages debugging tools such as Chrome Developer Tools, Internet Explorer Developer Tools, Firebug, and/or SafariExperience with logging/monitoring tools such as Splunk or DatadogExperience with relational databases and SQLExperience with a scripting language (Python, Bash, etc.)Experience working in a regulated environmentLife sciences or healthcare domain knowledge is a plusHybrid Work Model:This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need.Primary Location: Palo Alto, CA Primary Location Base Pay Range: $84,800 - $116,600 Other US Location(s) Base Pay Range: $72,080 - $99,110 If the role is performed in Colorado, the pay range for this job is: $76,320 - $104,940Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to View email address on click.appcast.io A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952). Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. All your information will be kept confidential according to EEO guidelines. To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.