Software Engineer

Roche•Santa Clara, CA

20d•Onsite

About The Position

As a member of Global Customer Support you will be supporting on-market products, performing advanced second-level troubleshooting, and provide guidance to junior members of the team on troubleshooting techniques and second-level inquiries. You will work consistently with cross-functional teams. You will lead team members and participates in and/or leads design reviews, and provides direction to junior members of the team on all elements of the project Charter in establishing service requirements on development projects. The GCS Sr. HW/SW Engineer is involved in defining the work scope and works autonomously with little to no supervisor direction. Serves as a technical expert on product(s) and works on complex projects requiring broad knowledge of products and systems.

Requirements

Formal Training/Education: Bachelor’s degree (in electronics, engineering, computer science, or similar technical degree) and 5 years of relevant technical support experience (customer-facing role and incorporating experience with troubleshooting and training) AND the experience would pertain to the installation, repair, assembly, and/or testing of electromechanical devices.
Applies advanced knowledge of hardware repair, networking and servicing principles, and practices.
Possesses good communication, organizational, logical thinking, and presentation skills. Communicates complex and unfamiliar ideas and solutions easily to users with little or no technical knowledge.
Ability to work independently on assigned tasks of broad scope with minimal guidance or supervision.
Ability to read and understand electrical, mechanical, and assembly drawings, diagrams, schematics, specifications and technical procedures.
Ability to use test equipment (e.g., digital multimeters) and various hand tools.
Courteous and customer-oriented. Works to satisfy internal and external partners.

Nice To Haves

Experience with Sequencing (Seq) instruments and NGS technologies/workflow is highly appreciated.
Demonstrated experience working closely with Development (Dev) teams.
A plus: practical experience with Linux commands and the ability to navigate through the log files using CLI.
Project management experience.
Previous experience mentoring and/or training.

Responsibilities

Acts as the primary GCS technical lead for resolving high-priority hardware/software development requests from the Development team.
Manages the frequency and urgency of incoming development requests to free the rest of the team for daily support jobs.
Provides expert-level HW/SW support during "rush hour" periods, including system support for regional and affiliate escalations.
In the role of a GCS Project Leader: Leads the overall GCS project team for new product development and updates, accountable to provide all GCS project deliverables on time, on quality, and within scope.
Represents GCS in relevant project meetings with the Development team to ensure that service and support needs are considered and implemented.
Provides on-market support by addressing complex Level 2 submissions independently with little or no direction.
Creates / revises curriculum for training sessions and provides new approaches to improve the training process. Delivers training to support internal staff readiness for launch.
Participates in and leads design review teams to provide service perspective, reviews and approves design change content, and creates the required deliverables.
Creates and updates service manuals and all service documentation for new product launch and on-market support.
Follows established Roche Quality System procedures in execution of work and identifies need for and creates new departmental procedures.
Other duties as assigned by management.