Technical Support Engineer II

Guardant Health, Inc.; Palo Alto (CA); Hybrid; USD 85,000 - 117,000; Full time

Job summary

Guardant Health, Inc. is seeking an experienced Support Engineer to provide Tier 1/2 support for Oncology Portals used by clinicians, patients, and BioPharma partners.

You will lead triage operations, manage escalations, and collaborate with engineering teams to drive resolution and improve customer experience. The role requires strong communication, problem solving, and the ability to work in a dynamic, regulated healthcare environment with hybrid onsite work in Palo Alto, CA.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, MIS, or equivalent experience.
• 4+ years of experience as an Application Support Specialist in a distributed environment.
• Hands-on experience leveraging AI tools to improve efficiency and effectiveness.
• Excellent verbal, listening, and written communication skills.
• Strong interpersonal and customer service skills.
• Experience building or scaling a high-performance support function.
• Ability to explain technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills.
• Basic networking skills and understanding of web application behavior.
• Experience with API testing tools (Postman, Insomnia, cURL, etc.).
• Proficiency with ticketing systems such as Salesforce CRM, Jira ServiceDesk, or ServiceNow.
• Hands-on knowledge of websites and web pages debugging tools such as Chrome Developer Tools, Internet Explorer Developer Tools, Firebug, and/or Safari.
• Experience with logging/monitoring tools such as Splunk or Datadog.
• Experience with relational databases and SQL.
• Experience with a scripting language (Python, Bash, etc.).
• Experience working in a regulated environment.
• Life sciences or healthcare domain knowledge is a plus.

Responsibilities

• Lead day-to-day triaging and dispatching of customer support activities
• Work with external / internal customers to address Oncology Portal issues and see them through to resolution
• Establish, maintain, and report on support KPIs to guide staffing and product quality improvements
• Diagnose and troubleshoot application issues; elevate as needed to Tier 2 / Tier 3 teams
• Drive support process and automation improvements
• Collaborate with business leaders to define and maintain SLAs
• Own a specific production problem and provide active coordination between various groups including internal and external vendor support groups to obtain a resolution
• Develop and maintain Knowledge Base articles and user documentation
• Assist with onboarding of new Technical Support Engineers
• Support compliance-related data requests (e.g., audit retrievals)
• Participate in on-call rotation for after-hours high-priority issues

Skills

Problem solving

Customer service

Communication

Analytical thinking

Cross-functional work

Regulatory awareness

Education

Bachelor’s degree in Engineering, Computer Science, MIS, or equivalent experience

Tools

Postman

Insomnia

cURL

Salesforce CRM

Jira ServiceDesk

ServiceNow

Chrome DevTools

Splunk

Datadog

SQL

Python

Bash

Job description

Company Description

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.

Job Description

The Enterprise Software team enables innovation, operational efficiency, and scalability across Guardant Health’s diagnostic business. We develop secure and reliable systems that streamline sample processing and ensure timely delivery of clinical results. We are seeking a Support Engineer to provide Tier 1 and Tier 2 support for Oncology Portals used by clinicians, patients, and BioPharma partners. You will lead triage operations, manage escalations, and collaborate with engineering teams to drive resolution, improve processes, and enhance customer experience.

Responsibilities

• Lead day-to-day triaging and dispatching of customer support activities
• Work with external / internal customers to address Oncology Portal issues and see them through to resolution
• Establish, maintain, and report on support KPIs to guide staffing and product quality improvements
• Diagnose and troubleshoot application issues; elevate as needed to Tier 2 / Tier 3 teams
• Drive support process and automation improvements
• Collaborate with business leaders to define and maintain SLAs
• Own a specific production problem and provide active coordination between various groups including internal and external vendor support groups to obtain a resolution
• Develop and maintain Knowledge Base articles and user documentation
• Assist with onboarding of new Technical Support Engineers
• Support compliance-related data requests (e.g., audit retrievals)
• Participate in on-call rotation for after-hours high-priority issues

About You

• You are a self-starter and can work independently as well as a great team player.
• You possess the ability to analyze problems and actively strategize to resolve them, pay attention to detail, and have excellent organization and communication skills.
• You have a lot of empathy toward your customers and always strive to help.
• You have a love of technology and desire to understand how things work, and aptitude to figure out how they can work better.
• You can juggle multiple tasks, work cross-functionally and at all levels of the organization, whether internally or externally.
• You are flexible and comfortable in a dynamic, fast-paced environment, calm under pressure and can prioritize to focus on the important, not just the urgent.
• You seek feedback and integrate it in a professional manner.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, MIS, or equivalent experience with 4+ years of experience as an Application Support Specialist in a distributed environment
• Hands-on experience leveraging AI tools to improve efficiency and effectiveness
• Excellent verbal, listening, and written communication skills
• Strong interpersonal and customer service skills
• Experience building or scaling a high-performance support function
• Ability to explain technical concepts to non-technical audiences
• Strong analytical and problem-solving skills
• Basic networking skills and understanding of web application behavior
• Experience with API testing tools (Postman, Insomnia, cURL, etc.)
• Proficiency with ticketing systems such as Salesforce CRM, Jira ServiceDesk, or ServiceNow
• Hands-on knowledge of websites and web pages debugging tools such as Chrome Developer Tools, Internet Explorer Developer Tools, Firebug, and/or Safari
• Experience with logging/monitoring tools such as Splunk or Datadog
• Experience with relational databases and SQL
• Experience with a scripting language (Python, Bash, etc.)
• Experience working in a regulated environment
• Life sciences or healthcare domain knowledge is a plus

Desired but Not Required AI & Digital Fluency

Demonstrate curiosity, sound judgment, and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements to improve the efficiency, effectiveness, and quality of work.

Hybrid Work Model

This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

Annualized Base Salary Ranges

The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need. Primary Location: Palo Alto, CA Primary Location Base Pay Range: $84,800 - $116,600 Other US Location(s) Base Pay Range: $72,080 - $99,110 If the role is performed in Colorado, the pay range for this job is: $76,320 - $104,940

Employee Physical Requirements

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Legal & Equal Opportunity

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to [e-mail] A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952). Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. All your information will be kept confidential according to EEO guidelines. To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.

Our Work Experience is the combination of everything that’s unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it’s our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.