Application Engineer – Expert Level
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Job Description
Application Engineer handling second level support for Agilent's enterprise software solutions. Assisting customers with software installs and troubleshooting while collaborating with internal teams.
Responsibilities:
- Handling second level support managing, fielding and working to resolve customer submitted Support tickets related to Agilent's enterprise software
- Remotely assisting Agilent front-line services teams working with customers on installs, troubleshooting and technical issues with informatics software including database, networking, and chromatography questions as needed
- Actively representing the Support team during Presto escalations for heightened situations
- Collaborating with Agilent internal teams (Marketing, Sales, R&D) to provide the best solution to the customer
- Contributing to growing the Support teams overall shared knowledge base based on situations and findings during customer support tickets
Requirements:
- Bachelors or Masters Degree or equivalent
- 8+ years relevant experience for entry to this level
- 4+ years’ experience around regulated laboratory environments (e.g., GMP, FDA 2.1 CFR Part 11)
- Familiarity with Service Desk ticket system, Jira preferred
- Working knowledge of Agilent Software portfolio (SLIMS, OpenLab CDS, ChemStation, EZChrom and ECM) and reporting modules (OLIR)
- Laboratory experience in Analytical, Pharma, Biopharma, Genomics, NGS environments are a plus
- Knowledge of Windows OS, Oracle, SQL, MariaDB, Networking and Active Directory
- Knowledge/experience with Citrix, Terminal Services, VM, Hyper V
- Knowledge of programming languages such as Java or Python with demonstrable coding ability
- Experience with cloud deployments such as AWS and Azure is highly desired
Benefits:
- Eligibility for bonus
- Stock
- Benefits
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