Principal System Support Engineer I

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That's what makes us Roche.

Principal System Support Engineer I (DSI R&D Services Group)

The Principal Systems Support Engineer must be committed to customer satisfaction, with the ability to follow instructions and demonstrate excellent inter-personal skills. Being a team player is essential since this position interfaces daily with coworkers and internal stakeholders, as well as various interdisciplinary functional areas within the organization. This position is based at the Roche Santa Clara facility with some onsite training and work performed at the Roche Pleasanton facility.

Working under general supervision, the Principal Systems Support Engineer is responsible for onsite and remote support of networked Roche systems and vendor equipment at Roche facilities (Santa Clara, Pleasanton and Tucson). This position is responsible for coordinating the triage, troubleshooting and resolution of issues/errors with digital pathology algorithms developed by Roche Tissue Diagnostics. Other responsibilities include local and remote IT and/or networking support for lab equipment, documentation of instrument service and support activities, creation and/or revision of instrument parameter media, and maintenance of instrument/IT -related tools and equipment.

The Opportunity:

• Coordinate and triage onsite/remote service calls with communication and actions documented accurately and in a timely manner in applicable software tool(s) according to approved procedures and communicate status to the service requestor.

• Attend and contribute updates during team huddles and other meetings to

• update Team Leads and/or stakeholder groups on action items and to escalate issues as needed.

• Work closely with Systems and/or Software Development subject matter experts (SMEs) to learn Roche instrumentation, software and networking functionality including troubleshooting knowledge.

• Analyze alternative approaches to creatively solve problems and/or develop new perspectives on existing solutions under general guidance by SMEs.

• Apply technical expertise and knowledge to successfully complete more challenging assignments and serve as SME to advise/mentor other System Support Engineers.

• Interface with high level technical support to obtain additional technical expertise and guidance for troubleshooting difficult or recurring issues, e.g., Global Customer Support (GCS)

• Build effective stakeholder relationships in a professional manner through solution-oriented communications and service.

• Comply with safety policies, practices and procedures at all times. Maintain safe work habits and practices following all Roche safety requirements.

• Provide IT hardware and networking support for R&D and training labs at Roche facilities.

Who You Are:
(Required)

• Bachelor's degree in engineering, software development, computer science, information technology (IT) with a focus on cloud computing/DevOps or related field

• 8+ years relevant work experience in a GMP/ISO regulated environment providing IVD instrument and/or IT and networking service within R&D, hospital or clinical laboratories with technical knowledge/skills and proven record of accomplishments.

• Knowledgeand troubleshooting experience for AWS cloud & microservices based software applications, kubernetes environment, Splunk, Grafana/Loki.

• Programming knowledge using Python or shell scripting or similar.

• Experience in project management/task management (e.g., Jira, Monday.com)

Travel Requirements:

Onsite support at the Roche Santa Clara and Pleasanton facilities with some flexibility for remote support once fully trained

External travel of 0-25% is possible based on business needs

Relocation benefits are not available for this job posting.

The expected salary range for this position based on the primary location of California is $89,200 to $165,600. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below. Benefits

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

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