GMP-LIMS Support Engineer | Troubleshooting & Upgrades

Westbourne

Foster City (CA)

On-site

USD 90,000 - 110,000

Full time

3 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Westbourne in Foster City, CA is seeking a Support Engineer to provide LIMS technical support in a GMP environment. You will handle tickets, assist Level 3, and help maintain SOPs for LIMS updates, while ensuring data integrity and compliance.

The role requires English fluency, strong communication, and 1–3 years' experience with LIMS systems (Empower, LIMS, BIOVIA LES, or Veeva Vault). Knowledge of IT tools like ServiceNow, Citrix/XenApp, AD, and SharePoint is preferred.

Qualifications

Bachelor’s degree in Science in Chemistry, biology, physics or a mathematical subject.
1-3 years’ experience using Lab Information Systems such as Empower, LIMS, BIOVIA LES, Veeva Vault in the pharmaceutical or related industry.
Fluency in English with excellent communication skills and ability to support clients remotely.

Responsibilities

Manage and complete all Support tickets in a timely manner related to troubleshooting at the application level, errors, user configuration, user creation, deletion.
Work directly with level 3 administrators to resolve any issues/requests escalated to the Level 3 team.
Contribute to the support and maintenance of operating procedures (SOPs and Work Instructions) pertaining to LIMS by reviewing updates to documents as requested by the validation lead/system manager.
During LIMS upgrades and/or enhancements, perform development testing and support user acceptance testing, and upgrades.
Identify opportunities for improving LIMS functionality and performance and provide recommendations to the system manager.
Identify opportunities for streamlining LIMS business processes to improve efficiency and compliance and provide recommendations to the system manager.
Maintain the LIMS system in a state of GMP compliance to ensure data integrity by following all related SOPs as they pertain to support duties.
Perform LIMS maintenance tasks including:Account maintenance, periodic review of account and System Audit Trail and server maintenance.
As a Support Engineer, provide support with LIMS system in GxP environment.
Experience in service desk tools such as ServiceNow.
Experience in Citrix Receiver, XenApp platforms.
Good understanding of Active Directory, SharePoint.
Take ownership of incidents and service requests and work to resolve them to user satisfaction while adhering service-level agreements.
Regularly compile and provide metrics on incidents and service requests, trends to management.
Skills: Good understanding of Laboratory Informatics Systems and business processes.
Excellent verbal and written communication skills.
Experience working in Pharmaceutical R&D, QC laboratories is a plus.