Application Engineer - Enterprise SW Support Team

Agilent Technologies; Tallahassee (FL); Remote; USD 103,000 - 162,000; Full time

Job summary

An established industry player is seeking an Application Engineer to join their Enterprise Software and Support Team. This full-time role offers the opportunity to work remotely while supporting cutting-edge software solutions for laboratory automation. You will handle second-level support, assist service teams with technical issues, and collaborate with customer IT departments to ensure optimal software performance. If you have a passion for technology and a strong background in customer support within regulated environments, this is a fantastic chance to make a significant impact in a dynamic team environment.

Qualifications

• 4+ years of experience in customer support for enterprise software.
• Familiarity with laboratory environments and regulations (GMP, FDA).
• Proficiency in programming languages like Java or Python.

Responsibilities

• Manage and resolve customer support tickets for enterprise software.
• Assist service teams with installations and troubleshooting.
• Collaborate with customer IT departments on best practices.

Skills

Customer Support

Troubleshooting

Collaboration

Analytical Skills

Programming (Java, Python)

Education

Bachelor’s or Master’s Degree

Tools

Jira Service Desk

Windows OS

Oracle

SQL

MariaDB

Networking

Active Directory

Citrix

Terminal Services

VM, Hyper V

AWS

Azure

Job description

Application Engineer - Enterprise SW Support Team

Join the Enterprise Software and Support Team (ESST) at Agilent Technologies. This team supports leading software for managing laboratory instrumentation, electronic content management, and business workflows, providing a web-based infrastructure for lab automation from data generation to reporting. Your role will include:

1. Handling second-level support by managing and resolving customer support tickets related to enterprise software.
2. Assisting front-line service teams remotely with installations, troubleshooting, and technical issues involving informatics software, databases, networking, and chromatography.
3. Representing the Support team during escalations, working with internal teams to deliver optimal solutions.
4. Collaborating with customer IT departments on best practices, configurations, and virtualization technologies.
5. Contributing to the support team’s shared knowledge base based on customer support experiences.

Support hours are from 8:00 AM to 5:00 PM local time.

Qualifications

• Bachelor’s or Master’s Degree or equivalent.
• 4+ years of relevant experience; post-graduate or certifications may be required.
• 2+ years’ experience in regulated laboratory environments (e.g., GMP, FDA 21 CFR Part 11).
• Familiarity with Jira Service Desk.
• Knowledge of Agilent Software portfolio (SLIMS, OpenLab CDS, ChemStation, EZChrom, ECM) and reporting modules (OLIR) is preferred.
• Laboratory experience in Analytical, Pharma, Biopharma, Genomics, NGS is a plus.
• Knowledge of Windows OS, Oracle, SQL, MariaDB, Networking, Active Directory.
• Experience with Citrix, Terminal Services, VM, Hyper V.
• Proficiency in programming languages such as Java or Python.
• Experience with cloud platforms like AWS and Azure is highly desirable.

This is a full-time position with options for remote work. Applications are accepted until May 14, 2025, or until filled. The pay range is $103,200 - $161,250 annually, plus bonuses and benefits.