Lab Operations - Engineer II – Client Technology

Exelixis; Alameda (CA); On-site; USD 106,000 - 151,000; Full time

Benefits offered by this job

401k plan

Medical/Dental/Vision

Life and disability insurance

Flexible spending accounts

Discretionary annual bonus

Stock purchase program

Long-term incentives

Paid vacation

Paid holidays

Sick days

Job summary

Exelixis in Alameda, CA is seeking an Engineer II - Client Technology to provide advanced engineering support across a broad range of technologies. You will diagnose and resolve complex hardware, software, and application issues while leveraging approved AI assistants to accelerate diagnosis and documentation.

You will develop runbooks, collaborate with stakeholders, ensure security and compliance, and help deliver high-performing user technologies.

Qualifications

• Proven experience analyzing and solving complex technical issues across multiple platforms.
• Experience delivering engineering solutions for client technology issues.
• Familiarity with administrative consoles and elevated system access.
• Experience in Agile environments and ticketing systems (JIRA/JSM).
• Ability to deliver an exceptional client experience.

Responsibilities

• Diagnose and resolve complex hardware, software, and application issues with minimal disruption.
• Proactively ensure user devices are secure, compliant, and performing efficiently.
• Leverage diagnostic tools and AI-assisted data to accelerate root cause analysis.
• Convert recurring incidents into runbooks and decision trees for remediation.
• Collaborate with stakeholders to understand needs and deliver solutions.

Skills

Engineering practices

Troubleshooting

Automation tools

Scripting

Independent work

Cross-functional communication

Education

High School diploma + 9 years experience

Associate’s degree + 7 years experience

Bachelor’s degree + 5 years related experience

Equivalent combination of education and experience

Technical certification (may be required)

Tools

JIRA

JSM

Job description

Summary/Job Purpose

The Engineer II - Client Technology provides advanced engineering support across a broad range of technologies and platforms. This role plays a critical part in anticipating and resolving escalated technical issues and ensuring the reliability and performance of end-user technologies. Uses approved AI assistants to accelerate diagnosis, documentation, and training deliverables while retaining human decision-making for remediation actions. Owns the standardization of repeatable fixes into runbooks and decision trees that improve consistency across human and AI-assisted support.

• Engineer, analyze, configure, implement, and maintain technology tools and solutions Product Development & Delivery:
• Diagnose and resolve complex hardware, software, and application issues, ensuring minimal disruption to business operations
• Proactively ensure user devices are secure, compliant, and performing efficiently, regularly coordinating upgrades, patches and refreshes
• Leverage diagnostic tools, monitoring platforms and system logs, using AI-assisted correlation and summarization where approved to accelerate root cause identification; validate findings prior to remediation
• Engineer, analyze, configure, implement, and maintain technology tools and solutions
• Convert recurring incident patterns into structured, human-owned runbooks and decision trees that define resolution steps, verification checks, and escalation criteria
• Classify AI-assisted recommendations by risk (low/medium/high) and apply appropriate validation and peer review prior to executing changes
• Stakeholder Management & Cross-Functional Collaboration:
• Work closely with stakeholders to understand their technology needs and deliver solutions
• Continuously evaluate user needs, proactively designing and implementing strategies that support updated, high-performing user technologies and create a positive user experience
• Collaborate with cross-functional teams to implement and validate solutions as needed
• Understand and support specialized business use cases of client technologies
• Operational Excellence, Quality & Compliance:
• Access and manage systems via administrative consoles with elevated privileges
• Create documentation for technical solutions, deployment procedures, and automation scripts (AI-assisted drafting permitted) to ensure accuracy, compliance, and usability
• Provide product training to internal support staff on relevant technologies, including how to validate AI-assisted troubleshooting suggestions and when to bypass AI for sensitive/escalated scenarios
• Performs other duties as assigned
• Complies with all policies and standards

Summary/Job Purpose

The Engineer II - Client Technology provides advanced engineering support across a broad range of technologies and platforms. This role plays a critical part in anticipating and resolving escalated technical issues and ensuring the reliability and performance of end-user technologies. Uses approved AI assistants to accelerate diagnosis, documentation, and training deliverables while retaining human decision-making for remediation actions. Owns the standardization of repeatable fixes into runbooks and decision trees that improve consistency across human and AI-assisted support.

Essential Duties/Responsibilities

• Engineer, analyze, configure, implement, and maintain technology tools and solutions Product Development & Delivery:
  • Diagnose and resolve complex hardware, software, and application issues, ensuring minimal disruption to business operations
  • Proactively ensure user devices are secure, compliant, and performing efficiently, regularly coordinating upgrades, patches and refreshes
  • Leverage diagnostic tools, monitoring platforms and system logs, using AI-assisted correlation and summarization where approved to accelerate root cause identification; validate findings prior to remediation
  • Engineer, analyze, configure, implement, and maintain technology tools and solutions
  • Convert recurring incident patterns into structured, human-owned runbooks and decision trees that define resolution steps, verification checks, and escalation criteria
  • Classify AI-assisted recommendations by risk (low/medium/high) and apply appropriate validation and peer review prior to executing changes
• Stakeholder Management & Cross-Functional Collaboration:
  • Work closely with stakeholders to understand their technology needs and deliver solutions
  • Continuously evaluate user needs, proactively designing and implementing strategies that support updated, high-performing user technologies and create a positive user experience
  • Collaborate with cross-functional teams to implement and validate solutions as needed
  • Understand and support specialized business use cases of client technologies
• Operational Excellence, Quality & Compliance:
  • Access and manage systems via administrative consoles with elevated privileges
  • Create documentation for technical solutions, deployment procedures, and automation scripts (AI-assisted drafting permitted) to ensure accuracy, compliance, and usability
  • Provide product training to internal support staff on relevant technologies, including how to validate AI-assisted troubleshooting suggestions and when to bypass AI for sensitive/escalated scenarios
• Performs other duties as assigned
• Complies with all policies and standards

Supervisory Responsibilities

• No supervisory responsibilities.

Education/Experience/Knowledge/Skills & Abilities

Education

• High School diploma and 9 years of experience; or
• Associate’s degree and 7 years of experience; or
• Bachelor’s degree and 5 years of related experience; or
• Equivalent combination of education and experience.
• Technical certification may be required

Experience

• Proven experience analyzing and solving complex technical problems on a broad range of technology platforms
• Experience implementing engineering solutions to client technology issues
• Familiarity with administrative consoles and elevated system access
• Experience working in Agile environments and using ticketing systems (e.g., JIRA, JSM)
• Experience delivering an exceptional client experience
• Proven experience providing advanced level engineering support

Required

Knowledge, Skills and Abilities

• Proven ability to use engineering practices and principles to resolve technical issues in an IT environment
• Advanced knowledge of troubleshooting and maintaining client technologies
• Ability to resolve complex technical issues and contribute to process improvements
• Ability to work independently and exercise sound judgment
• Experience with scripting or automation tools to streamline tasks and workflows
• Ability to proactively seek out areas of improvement and drive solutions
• Effective communication with cross-functional teams and end users
• Ability to document solutions and contribute to knowledge bases
• Strong knowledge of product-centric and agile framework models
• Ability to evaluate AI-assisted diagnostic hypotheses, confirm with logs/telemetry, and document evidence-based conclusions

Travel Requirements

• 5% Occasional travel (5-10%)

Physical Requirements

• May require lifting equipment up to 25 lbs.

Environmental Requirements

• Our office is a modern, open-plan space that fosters collaboration and creativity.
• Teams work closely together, sharing ideas and solutions in a supportive atmosphere.
• We provide all necessary equipment, including dual monitors and ergonomic chairs, to ensure a comfortable workspace.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The base pay range for this position is $105,500 - $150,500 annually. The base pay range may take into account the candidate’s geographic region, which will adjust the pay depending on the specific work location. The base pay offered will take into account the candidate’s geographic region, job-related knowledge, skills, experience and internal equity, among other factors.

In addition to the base salary, as part of our Total Rewards program, Exelixis offers comprehensive employee benefits package, including a 401k plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts. Employees are also eligible for a discretionary annual bonus program, or if field sales staff, a sales-based incentive plan. Exelixis also offers employees the opportunity to purchase company stock, and receive long-term incentives, 15 accrued vacation days in their first year, 17 paid holidays including a company-wide winter shutdown in December, and up to 10 sick days throughout the calendar year.

If you have a disability and need an accommodation in relation to the recruiting process, please email us at: [e-mail].

Working Conditions

Our office is a modern space that fosters collaboration and creativity. Teams work closely together, sharing ideas and solutions in a supportive atmosphere. We provide all necessary equipment, including dual monitors and ergonomic chairs, to ensure a comfortable workspace.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.