Technical Support Engineer II

Guardant Health•Palo Alto, CA

6d•Hybrid

About The Position

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. About You You are a proactive, resourceful problem-solver who thrives in fast-paced environments. You excel at managing customer needs, communicating effectively across teams, and handling complex technical challenges with empathy and professionalism. You are driven to continuously improve systems, processes, and the customer experience.

Requirements

3+ years of experience as an Application Support Specialist in a distributed environment
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
Experience with web debugging tools (Chrome DevTools, Firebug, Safari Inspector, etc.)
Bachelor’s degree in Engineering, Computer Science, MIS, or equivalent experience
Life sciences or healthcare domain knowledge is a plus

Nice To Haves

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

Responsibilities

Lead day-to-day triaging and dispatching of customer support activities
Work directly with internal and external customers to resolve Oncology Portal issues
Establish, maintain, and report on support KPIs to guide staffing and product quality improvements
Diagnose and troubleshoot application issues; escalate as needed to Tier 2 / Tier 3 teams
Drive support process and automation improvements
Collaborate with business leaders to define and maintain SLAs
Own production issues and coordinate resolutions across internal and vendor teams
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