Full-Time Engineering Technical Support Specialist

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery.

As an Engineering Technical Support Specialist, you will:

1. Monitor issue & request queues, respond to, escalate, and complete tickets adhering to documented SLAs.
2. Analyze existing request management processes and identify opportunities for improvement.
3. Collaborate with the Engineering Support Lead to develop and implement efficient workflows.
4. Identify areas for self-service and automation development to streamline tasks, reduce manual effort, and enhance productivity.
5. Recommend solutions and work with Product & Technology teams to implement them.
6. Foster collaboration with Product, Technology, and Operations teams.
7. Act as incident commander, providing direction and thorough documentation during critical incidents.
8. Assist in completing retrospective documentation and facilitating discussions.

Skills & Experience required:

• Strong communication and organizational skills.
• Empathy for users.
• Strong attention to detail.
• Ability to follow complex documentation.
• Ability to manage multiple priorities.
• Ability to work independently and collaboratively.
• Software engineering experience (preferred).

Work Environment:

• Fully remote role.
• Standard work hours: Thursday - Sunday, 11:30 AM - 10:30 PM EST, or Friday - Monday, 6:30 AM - 5:30 PM EST.
• Occasional overtime possible.

Pay Transparency (budgeted range): $58,080 - $77,440 USD

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