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Title

Support Application Engineer 

Position Support Application Engineer  
Full-Time/Part-Time Full-Time  
Location US - Headquarters Based in Austin Texas  
Description

About L7 Informatics

At L7 Informatics, Inc., our mission is to revolutionize scientific processes and data management to accelerate precision health across life sciences, healthcare, and nutrition value chains. Our end-to-end solutions and services enable researchers to make new genomics discoveries, precision therapeutics manufacturers to create higher fidelity therapies, health systems to provide superior diagnostics and standard of care, and precision agriculture to meet tomorrow's needs.

We are growing at breakneck speeds and as such, we are adding more engineering talent to our Customer Support team. As such, we are currently hiring for new Support Application Engineers.

As the Support Application Engineer (AE), you will be joining a fast-growing support team that is critical to our success. Reporting to the Customer Support Manager, you and your team are responsible for providing incident resolutions and code-level software solutions to customer support and/or maintenance requests.

Here are some other key things you'll get to do:

  • Provide technical support to L7 customers requiring assistance with functionality or diagnosing of unexpected results or errors
  • Investigate, troubleshoot, reproduce, and determine solutions for customer reported problems
  • Read logs and implementation code to understand product behavior
  • Design and implement necessary content code changes to address implementation defects or adaptations
  • Develop and build code updates for maintenance support
  • Work with field application scientists to understand customer requirements and implement functional changes and configurations
  • Manage software deployment configurations for on-premise and cloud-based deployments
  • Communicate updates, requests for information, solutions, and other correspondence via our Zendesk support ticketing system
  • Create and document Knowledge Base articles for purposes of ticket deflection and solution repeatability
  • Seek out and suggest process and product improvements and ideas to our innovative product team
  • Participate in on-call rotation as needed to ensure the customer support is top notch

 
Position Requirements

Requirements:

  • Bachelor of Science degree or equivalent experience in a relevant field, such as computer science or software engineering
  • 3+ years of experience working in a customer-facing support role
  • Experience with support or helpdesk ticketing systems (Zendesk, Salesforce, etc.)
  • 3+ years of experience developing software applications in Python (specifically web applications)
  • 3+ years of experience with JavaScript, HTML, CSS
  • Practical experience of using version control systems (Azure Repo or Github preferred)
  • Good understanding and experience using APIs, including REST-based APIs, JSON documents, etc.
  • Excellent written and oral communication skills
  • Comfortable working independently while also being collaborative and willing to ask for help or guidance when needed
  • Proficiency with SQL and database infrastructures
  • Demonstrates good teamwork and leadership

Preferred Qualifications:

  • An understanding of and ability to write JavaScript code
  • Experience with Linux, including file systems and networking
  • Experience using AWS tools such as S3 or EC2
  • Familiarity with life sciences concepts, tools, and applications (Molecular Biology, genomics, etc.)
  • Experience with computational modeling of real-world processes
  • Knowledge and foundational proficiency in DevOps concepts including container and orchestration tools such as Docker and Kubernetes
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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