Application Support Engineer

Job description

·  Job facts

The position

Roche Diagnostics has created a new business charged with building a modern software stack that will change the way patients are cared for. Our challenge is to bring together complex diagnostic and treatment data from medical devices and IT systems within a hospital and intelligently process and present this data to doctors and care-givers to improve patient care.

We are seeking an Engineer who specializes in providing world-class technical support on SaaS based products. You will help build the Tier-2 escalation function to provide our customers with resolution to product specific technical challenges that cannot be resolved by Tier- 1 support staff.

You will work across the business, closely partnering with the Commercial organization, Tier-1 Support teams, Engineering, DevOps, and Product Management. You will be widely regarded as a subject matter expert in Navify product offerings and its technical dependencies, able to resolve the most complex issues or identify acceptable workarounds. You will be a hands-on leader with a large degree of autonomy to help set the stage for the function and provide technical direction for the Technical Product Support colleagues. You will also leverage relationships across organizations to assist in instilling process and procedures to solve complex technical challenges for our product line.

The role will be based in Singapore, regional office for Asia Pacific, and report to the Head of Customer Success, Asia Pacific. International travel of up to 25% will be required.

Responsibilities:

·  Offers comprehensive technical support to assure the highest level of customer satisfaction through analyzing and collecting customer data (log files, stack traces, thread dumps, etc.) to determine the cause of the problem, selecting and explaining the best solution, expediting the correction and following up to ensure resolution.
·  Ensure incidents and service requests are handled appropriately and in a timely and efficient manner; providing updates on ongoing incidents or projects and reporting on team performance.
·  Assist in the implementation of an automated technology and instrumentation to diagnose, document, and resolve/prevent customer issues. Responsible for daily use of implemented technology and ensuring teammate usage.
·  Identify trends in incident data and develop strategies to resolve recurring or chronic issues. Assists in the development and implementation of trend tracking, prioritization, and resolution methodologies.
·  Assists in development and implementation of defects tracking mechanism. Responsible for reproducing / confirming product defects and reporting such defects to Engineering and Product Management for future consideration for their own and the team's cases.
·  Assists in the development, implementation, and personally responsible for proactive monitoring methodology to maintain the health of NAVIFY environment; resolving and/or escalating issues and notifying internal and external stakeholders
·  Be a Thought Leader and ensure knowledge transfer with teammates and first level support through: Development and Delivery of Formal Team Training sessions/Brown Bags, Formal Mentoring, Creation/Review of Knowledge Repository Articles
·  Keep accurate records and document customer service actions and discussions
·  Constantly improve team performance and procedures

Who we are

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer.

Desired profile

Who you are

You are someone who influences your own development, pursues your interests across functions and geographies, and understands that a job title is not the final definition of who you are, but a starting point.

You should possess a degree (or higher) in Computer Science, Management Information Systems, or closely related discipline. You have at least 4 years of experience in providing customer support and advanced troubleshooting on SaaS based products. You must have experience with AWS, Azure, or Google Cloud and hands on system administration experience and working knowledge of virtualization systems (Hyper-V, XEN, KVM, VMware). You have experience with system configuration and networking (DNS, DHCP, rout tables and routing) and understanding of Microservices. You must be technically adept, hands-on capabilities, great multitasking skills, and have previous experience working in a Tier-2 level support. You have flexibility to work customer business hours, if required, including evenings and weekends.

You are a motivated and pro-active individual who capable of functioning independently with limited guidance. You take insights from customers and translate them into technically workable solutions and deliverables. An excellent communicator, you are able to work with and influence a myriad of stakeholders, in a fast paced and changing environment and, explain technical issues in a concise manner. High proficiency in spoken and written English is a must and proficiency in Mandarin or Korean or Japanese will be an advantage. You are innovative, challenges status quo and keep abreast of healthcare IT developments and trends.

Apply online with your full resume, current and expected salaries by 11 October 2019 . Shortlisted candidates will be notifiedwithin 4 weeks from the application closing date.

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