Principal System Support Engineer I - Santa Clara, CA

Job summary

Principal System Support Engineer must be committed to customer satisfaction, with the ability to follow instructions and demonstrate excellent inter-personal skills. Being a team player is essential since this position interfaces daily with coworkers and internal stakeholders, as well as various interdisciplinary functional areas within the organization.

Responsibilities

• Coordinate and triage onsite/remote service calls with communication and actions documented accurately and in a timely manner in applicable software tool(s) according to approved procedures and communicate status to the service requestor
• Attend and contribute updates during team huddles and other meetings to update Team Leads and/or stakeholder groups on action items and to escalate issues as needed
• Work closely with Systems and/or Software Development subject matter experts (SMEs) to learn Roche instrumentation, software and networking functionality including troubleshooting knowledge
• Analyze alternative approaches to creatively solve problems and/or develop new perspectives on existing solutions under general guidance by SMEs
• Apply technical expertise and knowledge to successfully complete more challenging assignments and serve as SME to advise/mentor other System Support Engineers
• Interface with high level technical support to obtain additional technical expertise and guidance for troubleshooting difficult or recurring issues, e.g., Global Customer Support (GCS)
• Build effective stakeholder relationships in a professional manner through solution-oriented communications and service
• Comply with safety policies, practices and procedures at all times. Maintain safe work habits and practices following all Roche safety requirements
• Provide IT hardware and networking support for R&D and training labs at Roche facilities

Qualifications

• Bachelor's degree in engineering, software development, computer science, information technology (IT) with a focus on cloud computing/DevOps or related field
• 8+ years relevant work experience in a GMP/ISO regulated environment providing IVD instrument and/or IT and networking service within R&D, hospital or clinical laboratories with technical knowledge/skills and proven record of accomplishments
• Knowledge and troubleshooting experience for AWS cloud & microservices based software applications, kubernetes environment, Splunk, Grafana/Loki
• Programming knowledge using Python or shell scripting or similar
• Experience in project management/task management (e.g., Jira, )

Job description