Lab Operations - Engineer II – Client Technology

Exelixis•Alameda, CA

2d•Onsite

About The Position

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.

Requirements

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.
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
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

Nice To Haves

Technical certification may be required

Responsibilities

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
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
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