Software Support Engineer III

POSITION SUMMARY: A Software Support Engineer III provides technical assistance to production operations and research with troubleshooting, diagnosing, and solving product and environment problems.  In addition, the Software Support Engineer III analyzes the requirements of research requests, writes manifests for Cloud pipelines to fulfill those requests, and makes the results available to researchers.  The Software Support Engineer III documents and maintains a knowledge of the solutions to the problems to aid in future problem resolution.

PRIMARY RESPONSIBILITIES:

Provide technical support for Natera's Laboratory Information Management Systems (LIMS) and Cloud based Data Analytics software platform.

Perform troubleshooting, debugging, and root cause analysis of product or environment issues using analysis of log files, problem reproduction, and system instrumentation.

Track and document all actions taken to address production issues and follow up with internal users or customers to ensure satisfactory resolution.

Develop and document best practices for handling the requests and implement reliable processes to better serve the needs of our customers.

Identify and codify solutions to frequent issues as documented and scripted processes.

Performs other duties as assigned.

This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job

QUALIFICATIONS:

5+ years of experience in a similar role.

BS Degree in Computer Science, similar discipline, or equivalent work experience.  MS preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

Working knowledge of Java, Spring framework required

Experience with relational databases essential, with specific experience with MySql

Extensive analytic troubleshooting skills

Excellent communication and organizational skills, especially for problem solving under pressure

Strong technical documentation skills

Eagerness to acquire new skills in genetics

Ability to thrive in a fast-paced environment and manage multiple tasks independently

Experience with Groovy scripting language a plus

Experience with Python and web services a plus

PHYSICAL DEMANDS & WORK ENVIRONMENT:

Duties are typically performed in an office setting.

This position requires the ability to use a computer keyboard, communicate over the telephone, and read printed material.

Schedule may include non-traditional work hours, including nights and/or weekends.

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Remote USA

$80,500 — $100