Engineering Technical Support Specialist
58k - 77k USD
Remote
Full Time
#Technology
#Management
#Process Improvement
#Automation
#Collaboration
GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.
Summary
- As an Engineering Technical Support Specialist at GeneDx, you will be responsible for monitoring and triaging all incoming issues and requests, executing clearly documented runbooks, and escalating to and working closely with the on-call engineering team when needed, including acting as the Incident Commander for critical incidents. You will report to the Engineering Support Lead and assist in identifying bottlenecks, proposing self-service tooling, implementing process improvements, and driving a culture of continuous improvement within the organization.
Job Responsibilities
- Issue & Request Management: Monitor issue & request queues, respond to, escalate and complete tickets adhering to documented SLAs.
- Process Improvement: Analyze existing request management processes and identify and communicate opportunities for improvement. Collaborate with the Engineering Support Lead to develop and implement efficient and standardized workflows.
- Development/Automation: Identify areas for self-service and automation development to streamline repetitive tasks, reduce manual effort, and enhance productivity. Recommend appropriate solutions and work in conjunction with the Product & Technology teams to implement solutions.
- Collaboration: Foster a collaborative environment by working closely with Product, Technology and Operations teams to understand their unique needs and challenges and provide solutions that drive productivity improvements.
- Incident Commanding: Act as incident commander, providing direction, communication, and thorough documentation, during critical incidents. Assist in completing retrospective documentation. May be called upon to facilitate retrospective discussion.
Education, Experience, and Skills
- Effective communication and organizational skills.
- Empathy for our users.
- Strong attention to detail.
- Ability to follow complex instructive documentation.
- Ability to manage multiple priorities.
- Ability to work independently and collaboratively with a team.
- Software engineering experience preferred.
Work Environment
- Fully remote role
- Standard work hours are Thursday through Sunday, 11:30 AM to 10:30 PM EST with occasional overtime offered.
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Science - Minded, Patient - Focused.
At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.
Experts in what matters most.
With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.
SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.
From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:
TECHNICAL EXPERTISE
- High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
- Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.
CLINICAL EXPERTISE
- Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
- Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
- Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.
Learn more About Us here.
Our Culture
At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:
- Be bold in our vision & brave in our execution.
- Communicate directly, with empathy.
- Do what we say we're going to do.
- Be adaptable to change.
- Operate with a bias for action.
Benefits include:
- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Discounts
- Voluntary benefits
GeneDx is an Equal Opportunity Employer.
All privacy policy information can be found here.
