Onsite Software Engineer

Delivers expert technical assistance to customers by diagnosing and resolving reported software issues for Diagnostics Software Services (DSS) applications. Conducts thorough complaint investigations, implements appropriate escalation procedures when necessary, and maintains comprehensive documentation throughout the support process. Participates in software configuration activities as required. Consistently meets or exceeds standards for customer satisfaction, quality, and operational efficiency.

Responsibilities

• Support software applications to provide proper case handling according to the Quality Management System.
• Create appropriate documentation for all work performed, including:
  • Independently troubleshoot, resolve, validate, and document technical issues.
  • Accurately classify and complete support cases.
  • Complete all tasks for Complaint handling according to the Quality Management System.
• Understand the interaction between software applications in the same product family.
• Seek assistance when making changes that may affect downstream processes or are considered high risk.
• Independently conduct training sessions with team members and customers for software packages supported by the team.
• Adapt quickly to the changing needs of the business and environment.
• Take responsibility for work assigned and completed.
• Accept and take action from constructive criticism.
• Collaborate with the team while performing as the primary technical resource for support and complaint investigation activities.
• Analyze and understand detailed requirements and thoroughly review completed work to ensure accuracy.
• Ensure complete satisfaction of the customers.

Requirements

• Technical Associate degree or commensurate experience.
• Minimum of 2 years of configuring software.
• Technical experience with writing and executing SQL statements.

Qualifications

• Customer support experience using a case management system and troubleshooting technical issues.
• Experience delivering what's promised on time, proactively providing status reports, and independently managing tasks and projects from inception through completion with minimal supervisory guidance.
• Ability to work independently as well as in a team environment.

Working Conditions

• Onsite 5 days a week in Austin, Texas.
• Requires travel to Ohio as needed for onboarding and recurring training purposes.
• General office atmosphere and laboratory environment workspace.
• Customer laboratories will include biological sample material.
• This is a customer-funded position; continued employment is contingent upon the availability of customer funding.

Pay

The base salary range for this full-time position is $86,000.00 - $100,000.00. This range reflects the minimum and maximum target for a new hire in this position. The base pay actually offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training.

Benefits

• Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Paid Time-Off
• Parental Benefits
• Compassionate Care Leave
• 401k with Company Match
• Employee Stock Purchase Plan

For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed.