Remote
GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.
Summary
- As an Engineering Technical Support Specialist at GeneDx, you will be responsible for monitoring and triaging all incoming issues and requests, executing clearly documented runbooks, and escalating to and working closely with the on-call engineering team when needed, including acting as the Incident Commander for critical incidents. You will report to the Engineering Support Lead and assist in identifying bottlenecks, proposing self-service tooling, implementing process improvements, and driving a culture of continuous improvement within the organization.
Job Responsibilities
- Issue & Request Management: Monitor issue & request queues, respond to, escalate and complete tickets adhering to documented SLAs.
- Process Improvement: Analyze existing request management processes and identify and communicate opportunities for improvement. Collaborate with the Engineering Support Lead to develop and implement efficient and standardized workflows.
- Development/Automation: Identify areas for self-service and automation development to streamline repetitive tasks, reduce manual effort, and enhance productivity. Recommend appropriate solutions and work in conjunction with the Product & Technology teams to implement solutions.
- Collaboration: Foster a collaborative environment by working closely with Product, Technology and Operations teams to understand their unique needs and challenges and provide solutions that drive productivity improvements.
- Incident Commanding: Act as incident commander, providing direction, communication, and thorough documentation, during critical incidents. Assist in completing retrospective documentation. May be called upon to facilitate retrospective discussion.
Education, Experience, and Skills
- Effective communication and organizational skills.
- Empathy for our users.
- Strong attention to detail.
- Ability to follow complex instructive documentation.
- Ability to manage multiple priorities.
- Ability to work independently and collaboratively with a team.
- Software engineering experience preferred.
Work Environment
- Fully remote role
- Standard work hours are Thursday through Sunday, 11:30 AM to 10:30 PM EST with occasional overtime offered.
Pay Transparency, Budgeted Range
$58,080 - $77,440 USD
Our Culture
At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:
- Be bold in our vision & brave in our execution.
- Communicate directly, with empathy.
- Do what we say we're going to do.
- Be adaptable to change.
- Operate with a bias for action.
Benefits include:
- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Discounts
- Voluntary benefits
GeneDx is an Equal Opportunity Employer.
