{"id":4231903,"url":"https://alion.io/job/guardant-health-technical-support-engineer-ii","title":"Technical Support Engineer II","company":{"id":58599,"name":"Guardant Health","domain":"guardanthealth.com","url":"https://alion.io/company/guardant-health","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Palo Alto, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":84800,"max":116600,"currency":"USD","period":"year","gross":null,"usd_annual":116600},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Insomnia","optional":false},{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"Python","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-12T00:00:00Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T10:17:25Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Company Description\nGuardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant® is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.\nJob Description\nThe Enterprise Software team enables innovation, operational efficiency, and scalability across Guardant Health’s diagnostic business. We develop secure and reliable systems that streamline sample processing and ensure timely delivery of clinical results. We are seeking a Support Engineer to provide Tier 1 and Tier 2 support for Oncology Portals used by clinicians, patients, and BioPharma partners. You will lead triage operations, manage escalations, and collaborate with engineering teams to drive resolution, improve processes, and enhance customer experience.\nResponsibilities\nLead day-to-day triaging and dispatching of customer support activities\nWork with external / internal customers to address Oncology Portal issues and see them through to resolution\nEstablish, maintain, and report on support KPIs to guide staffing and product quality improvements • Diagnose and troubleshoot application issues; escalate as needed to Tier 2 / Tier 3 teams\nDrive support process and automation improvements\nCollaborate with business leaders to define and maintain SLAs\nOwn a specific production problem and provide active coordination between various groups including internal and external vendor support groups to obtain a resolution\nDevelop and maintain Knowledge Base articles and user documentation\nAssist with onboarding of new Technical Support Engineers\nSupport compliance-related data requests (e.g., audit retrievals)\nParticipate in on-call rotation for after-hours high-priority issues\nAbout You\nYou are a self-starter and can work independently as well as a great team player. You possess the ability to analyze problems and actively strategize to resolve them, pay attention to detail, and have excellent organization and communication skills. You have a lot of empathy toward your customers and always strive to help. You have a love of technology and desire to understand how things work, and aptitude to figure out how they can work better. You can juggle multiple tasks, work cross-functionally and at all levels of the organization, whether internally or externally. You are flexible and comfortable in a dynamic, fast-paced environment, calm under pressure and can prioritize to focus on the important, not just the urgent. You seek feedback and integrate it in a professional manner.\nQualifications\nBachelor’s degree in Engineering, Computer Science, MIS, or equivalent experience with 4+ years of experience as an Application Support Specialist in a distributed environment\nHands-on experience leveraging AI tools to improve efficiency and effectiveness\nExcellent verbal, listening, and written communication skills\nStrong interpersonal and customer service skills\nExperience building or scaling a high-performance support function\nAbility to explain technical concepts to non-technical audiences\nStrong analytical and problem-solving skills\nBasic networking skills and understanding of web application behavior\nExperience with API testing tools (Postman, Insomnia, cURL, etc.)\nProficiency with ticketing systems such as Salesforce CRM, Jira ServiceDesk, or ServiceNow\nHands-on knowledge of websites and web pages debugging tools such as Chrome Developer Tools, Internet Explorer Developer Tools, Firebug, and/or Safari\nExperience with logging/monitoring tools such as Splunk or Datadog\nExperience with relational databases and SQL\nExperience with a scripting language (Python, Bash, etc.) • Experience working in a regulated environment\nLife sciences or healthcare domain knowledge is a plus Desired but Not Required\nAI & Digital Fluency\nDemonstrate curiosity, sound judgment, and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements to improve the efficiency, effectiveness, and quality of work.\nHybrid Work Model: This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies.Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be requiredto be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.\nThe annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need.\n\nPrimary Location: Palo Alto, CA\nPrimary Location Base Pay Range: $84,800 - $116,600\nOther US Location(s) Base Pay Range: $72,080 - $99,110\nIf the role is performed in Colorado, the pay range for this job is: $76,320 - $104,940Employee may be required to lift routine office supplies and use office equipment. Majorityof the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Abilityto sit for extended periods of time.\nGuardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to \nA background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).\nGuardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.\nAll your information will be kept confidential according to EEO guidelines.\nTo learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.\nPlease visit our career page at: http://www.guardanthealth.com/jobs/","description_format":"text","description_chars":7400,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Genomics & Genetic Testing","Precision Medicine"],"lifecycle":[{"event":"open","at":"2026-11-13T10:17:25Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 33 · green card filings: 11","filings_12m":33,"filings_prev_12m":40,"green_card_filings_12m":11,"median_offered_wage_usd":164091,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":38,"reasons":["conf:6","win:early"],"computed_at":"2026-11-13T17:10:17Z"},"pay":{"stated_usd_annual":116600,"is_top_pay":true},"html_url":"https://alion.io/job/guardant-health-technical-support-engineer-ii","json_url":"https://alion.io/job/guardant-health-technical-support-engineer-ii.json","meta":{"generated_at":"2026-11-13T17:10:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34327,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58599},"rest":"https://alion.io/mcp/rest/get_company?id=58599"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fguardant-health-technical-support-engineer-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fguardant-health-technical-support-engineer-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fguardant-health-technical-support-engineer-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/guardant-health-technical-support-engineer-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fguardant-health-technical-support-engineer-ii"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4231903}},{"tool":"search_jobs","arguments":{"company":"guardanthealth.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4231903},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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