Software Support Engineer II

POSITION TITLE: Software Support Engineer II

POSITION LOCATION: Remote, US 

POSITION SUMMARY: 

A Software Support Engineer II provides technical assistance to production operations and research with troubleshooting, diagnosing, and solving product and environment problems.  In addition, the Software Support Engineer II 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 II 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

• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.

• Must maintain a current status on Natera training requirements.

• Employee must pass post offer criminal background check.

QUALIFICATIONS:

• 2+ 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

• Experience with infrastructure technologies such as AWS and Kubernetes required

• 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.