Software Support Engineer III

A Software Support Engineer III provides technical assistance, troubleshooting, and analysis for Natera's Laboratory Information Management Systems and Cloud data platforms. The role involves diagnosing issues, documenting solutions, and supporting research requests, with a focus on PHI handling.

Location: Remote USA

Salary: $80,500—$100,600 USD

Responsibilities

• Provide technical support for Natera's Laboratory Information Management Systems (LIMS) and Cloud based Data Analytics software platform.
• Perform troubleshooting, debugging, and root cause analysis of product or environment issues using analysis of log files, problem reproduction, and system instrumentation.
• Track and document all actions taken to address production issues and follow up with internal users or customers to ensure satisfactory resolution.
• Develop and document best practices for handling the requests and implement reliable processes to better serve the needs of our customers.
• Identify and codify solutions to frequent issues as documented and scripted processes.
• Performs other duties as assigned.

Requirements

• 5+ years of experience in a similar role.
• BS Degree in Computer Science, similar discipline, or equivalent work experience. MS preferred.

Benefits

• Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents.
• Employees and their immediate families receive free testing in addition to fertility care benefits.
• Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more.
• Generous employee referral program.

Additional Information

• This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job.