Engineering Technical Support Specialist

March 18

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GeneDx

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At GeneDx, we believe that everyone deserves personalized, targeted medical care—and that it all begins with a genetic diagnosis. Fueled by one of the world’s largest rare disease data sets, our industry-leading exome and genome tests translate complex genomic data into clinical answers that unlock personalized health plans, accelerate drug discovery, and improve health system efficiencies. It all starts with a single test.

genetic testing • rare genetic disorders • molecular diagnostics • whole genome sequencing • next generation sequencing

1001 - 5000 employees

📋 Description

• 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. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Paid Time Off (PTO) • Health, Dental, Vision and Life insurance • 401k Retirement Savings Plan • Employee Discounts • Voluntary benefits