Customer Support Manager - Oncology Portal

Company Description

Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has commercially launched Guardant360®, Guardant360 CDx, Guardant360 TissueNext™, Guardant360 Response™, and GuardantOMNI® tests for advanced stage cancer patients, and Guardant Reveal™ for early-stage cancer patients. These tests fuel development of its screening program, which aims to address the needs of asymptomatic individuals eligible for cancer screening.

Job Description

At Guardant Health our mission is to conquer cancer with data; as such software sits at the core of everything we do. While we’re best known for our molecular diagnostics, which unlock the genomic signatures of cancer, these tests are just the first step in the equation. Turning this genomic data into actionable insights shared with thousands of patients, physicians, and researchers in a scalable, reliable, and secure fashion is a software product challenge.

The Enterprise Software team delivers solutions to the organization that drive innovation, growth and efficiency for the diagnostics business. This team is dedicated to developing systems and services to make sample processing secure, robust, high quality, and fast therefore enabling Guardant the ability to deliver more test results to our clients treating patients, performing research or enabling faster clinical trial enrollment.

We connect patients with clinical trials, help clinicians order our test and receive our clinical reports, and deliver valuable genomic datasets to researchers to help uncover important insights into treatment paradigms and drug discovery.

We are looking for a Lead Technical Support Engineer to provide Tier 1 support to a breadth of customers that work with multiple software solutions across the laboratory, manage software platforms and services, identify process improvement opportunities and work with product and development teams to close gaps and implement enhancements.

Responsibilities:   

• Lead the day-to-day triaging and dispatching of support activities
• Establish, maintain, and report on support related KPIs to inform staffing, defect tracking, and software improvements
• Diagnose, address, and follow up on complex application issues
• Drive process and automation improvements to optimize the support lifecycle
• Collaborate with business leaders to establish and maintain support SLAs
• Own a specific production problem and provide active coordination between various groups including internal and external vendor support groups to obtain a resolution
• Perform root cause analysis and execute support escalation as needed
• Provide proactive platform management to keep services up and running 
• Build and maintain How-To and Knowledge articles for end users and support team members
• Assist in onboarding of new Technical Support engineers to the support process
• Support auxiliary requests for data (such as audit requests for compliance)
• Participate in On-Call rotation to address after hours high priority issues

Qualifications

About You

You are a self-starter and can work independently as well as a great team player. You possess the ability to analyze problems and actively strategize to resolve them, pay attention to detail, and have excellent organization and communication skills. You have a lot of empathy toward your customers and always strive to help. You have a love of technology and desire to understand how things work, and aptitude to figure out how they can work better. You can juggle multiple tasks, work cross-functionally and at all levels of the organization, whether internally or externally. You are flexible and comfortable in a dynamic, fast-paced environment, calm under pressure and can prioritize to focus on the important, not just the urgent. You seek feedback and integrate it in a professional manner.

Qualifications

• 9+ years of experience as an Application Support Specialist in a distributed team 
• Excellent verbal, listening and written communication skills
• Excellent interpersonal and customer service skills
• Expertise establishing and building out high performance support function
• Ability to explain to explain technical issues to a nontechnical audience
• Strong analytical and problem-solving skills
• Basic networking skills and an understanding of how Web applications function
• Excellent experience with ticketing software and workflows, such as Salesfo