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Technical Solutions Engineer, Project Baseline

Company: Verily
Location: Boulder
Posted on: May 3, 2021

Job Description:

Verily, an Alphabet company, lives at the intersection of technology, data science and healthcare. Our mission is to make the world's health data useful so that people enjoy longer and healthier lives. Our team combines expertise in healthcare, data science and technology to improve the health and well-being of our communities. We are developing the infrastructure and solutions to harness the profusion of health information for good. Our data-driven solutions span three primary areas: research, care and innovation. Programs include Project Baseline - our research initiative to increase participation and evidence generation in clinical research; Onduo - our personalized virtual care platform, which includes connected tools, lifestyle coaching and clinical support; and Debug - our effort to reduce the threat of mosquito-borne diseases by combining machine learning with sterile insect technique. We're also actively working to combat the spread of COVID-19 through new programs like Healthy at Work. DescriptionThe Baseline Platform is Verily's end-to-end evidence generation platform that is revolutionizing the way clinical trials are run. The platform has a rapidly expanding user base of enterprise customers and a growing need to provide technical support and training to those users. We're looking for a highly technical solutions engineer with a passion for health and life sciences, to join the team in a customer-facing role to ensure our users have a great experience with the product, as well as to leverage the features of the Baseline Platform to implement study protocols and enable exciting new areas of research. Your responsibilities will lie at the intersection of a variety of disciplines, and you'll have the opportunity to collaborate with a cross functional team of Clinical Data Managers, Software Engineers, Clinical Operations Specialists, Product Managers, and more. Additionally, you'll help scale our business by building automation and improving processes, allowing us to improve the lives of more people.ResponsibilitiesEnsure that issues encountered by users of the Baseline platform are resolved in a timely and efficient fashion. Establish repeatable processes for escalation, triage and resolution of customer support issues.Manage all Tier II support issues and serve as the primary escalation path from our Verily User Success team. Work directly with end-users of our enterprise customers to resolve issues.Partner with Engineering and Product Management for escalation to Tier III support.As a technical expert on the platform, support training and onboarding for new users.Provide guidance to product and engineering teams on platform improvements based on common support issues.Build tooling to automate routine tasks.QualificationsMinimum qualifications:2-5 years experience in a customer facing technical support role.Willingness and ability to interface directly with non-technical end users.Familiarity with modern software architectures and the ability to understand how a product works on a technical level.Experience working with one or more of the following program languages: Python, Java, .Net, and/or Go.Excellent communication skills and aptitude for working with cross-functional teams.BA/BS degree in CS or a related technical field or equivalent practical experience.Preferred qualifications:Experience with regulated software products in the healthcare/life sciences space.Demonstrated creative problem-solving approach and strong analytical skills, combined with a strong sense of ownership, and a proactive can-do attitude.Excellent communication and project management skills, with a track record of handling multiple customers and streams of work.Experience with public cloud services such as Google Cloud Platform, Amazon Web Services and/or Azure.(Colorado Only) Minimum salary of $101,000 + bonus + equity + benefits.

Keywords: Verily, Boulder , Technical Solutions Engineer, Project Baseline, Other , Boulder, Colorado

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