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Support Engineer Good Start Genetics
THIS JOB HAS EXPIRED
Good Start Genetics is searching for a full time Support Engineer to deliver first-line support to our clinical laboratory user community. Domain expertise and experience operating in a clinical laboratory are essential qualities of the successful candidate, as are superior people skills. This position reports directly to the Director of Bioinformatics.Responsibilities
Working with the Senior Support Engineer, triage and monitor Product Support tickets in our Redmine ticketing system; utilize good judgment as to when software engineers must get involved. Follow up on issues and ensure timely resolution
Research Production Support problems, come up with solutions, and document the solutions (typically this is done on the Redmine ticket or associated WikiWeb)
Proactively resolve open issues with scientists or informatics team members, as needed, and make recommendations to the Informatics or IT teams; candidate is expected to act as a user advocate for our users and stakeholders
Work collaboratively with business users, scientists, and lab technicians to identify where our software can be made easier to use, and document/specify how to ensure user accuracy (i.e., avoid ?pilot error?)
Work on specific Quality Assurance tasks with the QA team, as appropriate
Proactively communicate risks, obstacles, and deficiencies in plans to informatics director
Qualifications
BS or BA in biology, psychology, or other science or liberal arts degree that requires critical thinking skills; advanced degree a strong plus
A minimum of 2 years of experience in a customer support or technical support role
While programming expertise is not required, the candidate must be fluent in use of relevant technology and comfortable explaining technical issues to users
Track record of success in at least one of the following three roles: (1) laboratory technician, (2) technical support, or (3) customer service in a clinical laboratory business. Pre-clinical and/or research experience may be acceptable in lieu of clinical business experience, depending on the specific role and responsibilities
Excellent oral and written communication skills, superb people skills
Ability to work in a fast-paced and results-oriented startup environment
Compensation:
Competitive salary, commensurate with experience
Benefits package available includes: Medical, Dental, Life and disability insurance, 401(k) plan, bonus plan, paid vacation and holidays.
| Location: | Cambridge, MA United States |
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THIS JOB HAS EXPIRED
Good Start Genetics
Investors: Safeguard ScientificsAll Jobs: at Good Start Genetics
| Web Site: | www.goodstartgenetics.com |
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| Headquarters: | 00000 United States |
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