Technical Support Engineer II

Technical Support Engineer II page is loaded## Technical Support Engineer II locations:
Palo Alto, CAtime type:
Full time posted on:
Posted Yesterday job requisition :
R-100456
** Company Description
** Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer.

For more information, visitand follow the company on,and.# Responsibilities
* Lead day-to-day triaging and dispatching of customer support activities
* Work directly with internal and external customers to resolve Oncology Portal issues
* Establish, maintain, and report on support KPIs to guide staffing and product quality improvements
* Diagnose and troubleshoot application issues; escalate as needed to Tier 2 / Tier 3 teams
* Drive support process and automation improvements
* Collaborate with business leaders to define and maintain SLAs
* Own production issues and coordinate resolutions across internal and vendor teams
* Develop and maintain Knowledge Base articles and user documentation
* Assist with onboarding of new Technical Support Engineers
* Support compliance-related data requests (e.g., audit retrievals)
* Participate in on-call rotation for after-hours high-priority issues# About You You are a proactive, resourceful problem-solver who thrives in fast-paced environments. You excel at managing customer needs, communicating effectively across teams, and handling complex technical challenges with empathy and professionalism. You are driven to continuously improve systems, processes, and the customer experience.# Qualifications
* 3+ years of experience as an Application Support Specialist in a distributed environment
* Excellent verbal, listening, and written communication skills
* Strong interpersonal and customer service skills
* Experience building or scaling a high-performance support function
* Ability to explain technical concepts to non-technical audiences
* Strong analytical and problem-solving skills
* Basic networking skills and understanding of web application behavior
* Experience with API testing tools (Postman, Insomnia, cURL, etc.)
* Proficiency with ticketing systems such as Salesforce CRM, Jira Service Desk, or Service Now
* Experience with web debugging tools (Chrome Dev Tools, Firebug, Safari Inspector, etc.)
* Bachelor’s degree in Engineering, Computer Science, MIS, or equivalent experience
* Life sciences or healthcare domain knowledge is a plus# Desired but Not Required
* Experience with logging/monitoring tools such as Splunk or Datadog
* Experience with relational databases and SQL
* Experience with a scripting language (Python, Bash, etc.)
* Experience working in a regulated environment
** Hybrid Work Model:
**** This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies.  Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires.

At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.
** The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education,…