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For your reference, we have included the original job posting below.
Technical Support Engineer, IT/Networking (West, Central or Eastern U.S.)
Job Number:
26768337
Company Name:
Pacific Biosciences, Inc.
Job Location:
Menlo Park, CA US
Job Category:
Information Technology
Technical Support Engineer, IT/Networking (West, Central or Eastern U.S.)
Technical Support Engineer, IT/Networking (West, Central or Eastern U.S.) Location: Field Job Code: 776 # of openings: 1
Description
We have 2 openings available. This position may be based in our Menlo Park, CA headquarters, or field-based in the West, Central or Eastern U.S.
PacBio has introduced a platform for single molecule, real-time detection of biological events designed to transform the future of medicine, agriculture and bio-fuels. Our mission is to transform the way humankind acquires, processes and interprets data from living systems through innovative tools for biological research.
We are beginning to build a multi-disciplinary team to establish a world-class Technical Support organization to support our field-based applications scientists and customers. Our ideal candidate is a well-rounded top performer who can be a key contributor in a high-energy growth environment.
Responsibilities: • For candidates who currently live within 1 hour drive of Menlo Park, CA, the selected individual will work from our headquarters in Menlo Park, CA and travel to customer sites. For candidates who currently live beyond a 1 hour drive to Menlo Park, CA, in Western U.S., or in Central or Eastern U.S., the selected individual may work from home, and travel to customer sites, and to Menlo Park, CA headquarters, for quarterly department meetings. • Travel to support PacBio Field Applications Specialists, and customers, at customer sites (i.e. assist with the installation of SMRT Analysis software at the customer site). • Participate as a key member of a diverse group of Technical Support Scientists and Engineers. • Prior to the field team arriving at the customer site to install the PacBio RS system, this person will facilitate a pre-installation meeting with customers to: - Review networking, hardware and software requirements - Ensure there is network-to-network connectivity - Set up guest wireless accounts for PacBio team - Configure the firewall so PacBio personnel can access the PacBio RS system remotely - Install PacBio’s secondary analysis software (SMRT™ Analysis) - Implement a robust and secure workflow for retrieval and storage of customer-generated data - Upload data to FTP Site • This role will be responsible for troubleshooting and resolving connection of PacBio RS instrument component communication. • Provide timely technical and application assistance in response to customer inquires. • Resolve IT-related issues escalated from Field Applications Specialists or customers. Issues will be received via phone, email, Web and Live Chat. • Contribute to the ongoing development of our product Knowledge Base to capture lessons learned and solutions to cases. • Collaborate with Product Marketing, Applications Lab Scientists, Field Applications Specialists and Training to develop training programs for customers. Be part of the team of subject matter experts to deliver training to customers and new-hire employees. • Analyze customer cases and deliver feedback to Product Managers and R&D to continually improve our product offerings and set of tools to support the field. Possibly serve as a Technical Support representative on the software product core team.
Requirements: • M.S. in Computer Science or related disciplines, preferably related to computational biology, along with 3 to 5+ years of relevant industry experience. • 3+ years of IT/Networking customer support experience. • We have 2 openings available. This position may be based in our Menlo Park, CA headquarters, or field-based in the West, Central or Eastern U.S. For the Menlo Park, CA location, candidates should currently live within a 1 hour drive of Menlo Park, CA. For the field-based position, candidates should currently live beyond a 1 hour drive to Menlo Park, CA, in the Western U.S., or in Central or Eastern U.S. • Able and willing to travel as necessary. • Cisco Certified Network Associate-CCNA or Red Had Certified Engineer (RHCE). • OS experience: Linux, Windows, including basic hardware problem diagnosis and workaround. • Experience in administration of a high performance computing cluster. • Ethernet and IP networking – thorough networking knowledge to support the diversity of custom configurations at customer sites. • File server administration experience (including Samba). • Expertise in cross-platform file sharing protocols, including NFS and TCP/IP knowledge. • Expertise in file transfer applications such as SSH/SCP, FTP, and HTTP. • Familiarity with UNIX system administration, including use of tools such as Apache, OpenLDAP, MySQL. • Familiarity with JSON/REST web services architecture. • Familiarity with Python and Perl. • Prior experience within the biotechnology, medical device, biologics, pharmaceutical, green technology, genome center, and/or DNA sequencing core facility experience is a plus. • Prior experience working with next-generation DNA sequencing instruments is a plus. • Must have excellent troubleshooting abilities. • Must have a “can do” attitude and be flexible in a fast-paced start-up environment. • Must have strong written, verbal and presentation communication skills. • Self-starter who is able to work with minimal supervision. • Ability to work independently and collaboratively. • Must be an intelligent individual with excellent work ethic, exceptional judgment, and unquestionable integrity. • Outstanding interpersonal skills. • Ability to balance several projects and customers concurrently. • While working remotely, must be proactive in communication back to Corporate, Field Applications Specialists and customers. • Customer-focused individual with the empathy and skills to understand and address customer concerns. • Passion for customer service, achieving high customer satisfaction.
