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LabWare Senior Support Engineer - Cloud Configurations

Company: LabWare
Location: Raleigh
Posted on: January 16, 2022

Job Description:

Reports to : NA Support Manager
Location : Anywhere
Hours: 8 AM - 5 PM EST with a minimal amount of after-hours on-call coverage

Configurations Support Engineers provide support to customers, consultants, and other LabWare internal departments. They have a strong understanding of specific areas of LabWare configurations (aka Solutions, Templates) and overall LIMS functionality and supporting technologies. They are experienced within their specialist areas, and able to communicate technical information, to consumers of relevant systems. This role will have an emphasis on LabWare cloud products including ConnectUp, Portable Disease Surveillance Lab, LabWare Grow, QAQC SaaS and other cloud products. It will require an understanding of LabWare mobile and web platform troubleshooting and support. The position requires 1 to 2 years of LabWare admin or consultant experience.
Responsibilities and Expectations:
Support is provided via telephone and electronic submission (Jira). Associate Support Agents take ownership of requests and handle the request from start to finish, documenting the solution and key metrics relevant to the request. Associate agents escalate requests beyond their training or skill set to Senior Support Engineers.
Support agents meet with customers via online meeting to troubleshoot issues and provide guidance. Requests requiring development intervention are passed on via standardized internal mechanisms. Senior Support Engineers play a key role in simplifying issues reported by customers and solution team members into repeatable, easily reproachable scenarios for developers to resolve.
Applicants will be self-motivated and self-directed, and in some cases must be able to research unique solutions to difficult problems. Senior Support Engineers are expected to determine the priority of requests on their own and find solutions with minimal guidance.
The position also includes mentoring of associate support agents, whose primary role will be to answer incoming support calls and requests, as well as to address commonly reported issues. Associate agents will re-assign advanced or complex requests to the senior support engineer.

Technical Skills:
Expertise with: LabWare LIMS, LabWare Web deployments and web interface, JEE Servers, LabWare Solutions
Proficient with several of the following: PostgreSQL, Windows OS (Server, User), Crystal Reports, RDS, LabWare Cluster Manager, NLS, VMWare, Cloud Technology, JavaScript ,LabWare Service Manager, LDAP Interface, MS Word, MS Excel, DBMT, NWA/Quality Analyst Interface, Inventory Manager, HL7 Messaging, Lotus Notes, Jira

Additional Requirements and Soft Skills:
B.S. degree required. Preference is in Science, Engineering, Computer Sciences, Medical Oriented, or other scientific discipline
5+ Years use and configuration of LabWare LIMS
LabWare Certified System Administrator
Analytical and problem-solving skills to provide swift diagnoses of problems
Customer care and communication skills, and an awareness of the varying levels of their clients' technical competency
Ability to prioritize all requests with an appreciation for the timelines and urgency of each request
Attention to detail
Organizational, time management skills
Positive attitude
LabWare Certified Consultant is preferred but not mandatory
Previous attendance at a LabWare CEC is preferred but not mandatory

Keywords: LabWare, Raleigh , LabWare Senior Support Engineer - Cloud Configurations, Engineering , Raleigh, North Carolina

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