Operations Support Engineer

Baylor Genetics•,

About The Position

The Operations Support Engineer will be responsible for maintaining and monitoring technical software systems, resolving customer issues, and supporting software operations related to genomic technologies. This role involves working closely with cross-functional teams—including scientists, software engineers, and bioinformaticians—to ensure the reliability and performance of support systems. The engineer will also contribute to the development and documentation of support processes and ensure compliance with regulatory standards in a healthcare environment.

Requirements

Strong problem-solving and client-facing skills.
Demonstrated competency in scripting languages (e.g., Bash, Python).
Familiarity with statistical programming languages (e.g., R, Python).
Experience with Linux/Unix systems.
Excellent written and verbal communication skills.
Ability to learn quickly and adapt to a fast-changing environment.
Bachelor’s degree or higher in Computer Science, Computer Engineering, Bioinformatics, or a related field.
Minimum of 2 years of experience in technical support or software engineering.

Nice To Haves

Cloud experience is a plus.
Hands-on experience with databases and SQL is a plus.
Experience with genomic software systems is a plus.
Experience in healthcare-related environments with high regulatory requirements is preferred.

Responsibilities

Maintain and monitor support systems for technical software, including web applications and genomic software.
Debug complex code and analyze application logs to assist in issue resolution.
Intake, troubleshoot, and resolve customer issues, ensuring timely and accurate follow-through.
Ensure proper escalation of issues to internal teams and maintain clear communication throughout the resolution process.
Assist in code development and code scripting for the improvement of operations support and automation.
Contribute to the design and improvement of support workflows and documentation.
Ensure proper recording and communication of technical issues and resolutions.
Document support processes and technical issues thoroughly and accurately.
Work closely with scientists, software engineers, and bioinformaticians to diagnose and resolve technical issues.
Collaborate with DevOps and QA teams to ensure smooth deployment and operation of support systems.
Ensure support systems and processes align with regulatory standards such as CLIA, CAP, HIPAA, and FDA.
Assist in documenting compliance-related activities and support audits as needed.