Software Support Engineer II

About the position

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.

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.

Requirements

• 2+ years of experience in a similar role.
• BS Degree in Computer Science, similar discipline, or equivalent work experience. MS preferred.

Nice-to-haves

• Experience with Groovy scripting language.
• Experience with Python and web services.

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
• Free testing for employees and their immediate families.
• Fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k benefits.
• Commuter benefits.
• Generous employee referral program.