Support Engineer II

The Onyx Research Data Tech organization is GSK's Research data ecosystem which has the capability to bring together, analyze, and power the exploration of data at scale. We partner with scientists across GSK to define and understand their challenges and develop tailored solutions that meet their needs. The goal is to ensure scientists have the right data and insights when they need it to give them a better starting point for and accelerate medical discovery. Ultimately, this helps us get ahead of disease in more predictive and powerful ways.

Onyx is a full-stack shop consisting of product and portfolio leadership, data engineering, infrastructure and DevOps, data / metadata / knowledge platforms, and AI/ML and analysis platforms, all geared toward:

• Building a next-generation, metadata- and automation-driven data experience for GSK's scientists, engineers, and decision-makers, increasing productivity and reducing time spent on "data mechanics"

• Providing best-in-class AI/ML and data analysis environments to accelerate our predictive capabilities and attract top-tier talent

• Aggressively engineering our data at scale, as one unified asset, to unlock the value of our unique collection of data and predictions in real-time

A support engineer II is a technical expert who excels at providing clear solutions to complex technical issues reported by Onyx customers. They have a keen ability to analyze and diagnose intricate technical problems, providing a timely and effective resolution. They collaborate with cross-functional teams to enhance product documentation and user experience acting as key liaisons between customers and the product development teams.

Support Engineer II demonstrates strong ownership of customer issues, has a deep understanding of the products they support and follow best practices in customer interaction and issue resolution. They prioritize customer experience and serve as mentors to junior support staff, promoting a culture of excellence in customer service.

Additionally, they stay current with the latest technologies and product updates, continuously improving their technical expertise and actively engage with the user community, participate in forums, and contribute to the knowledgebase.

• Provide timely, working solutions for customer reported issues, following a methodical approach to troubleshooting the issues.

• Adhere to best practices, established by management, at each stage of service request lifecycle.

• Identify patterns in customer reported issues and devise solutions to mitigate it OR escalate to team management for remediation.

• Be on-call during weekends, on a rotational basis, to address critical issues when needed.

• Contribute articles to Knowledge Base and engage with user community on forums and other channels.

• Engage in continuous learning to remain updated with new product releases and latest technologies.

We are looking for professionals with these required skills to achieve our goals:

• Bachelor's degree in computer science, Software Engineering, or related discipline.

• 3+ years of relevant work experience

• Experience in reading and following code in languages like Python, Java, or Scala.

• 2+ years of experience in providing technical support, troubleshooting, and issue resolution for complex software systems.

• 1+ years of experience with virtual compute technologies containers, and serverless computing models.

• 2+ years of experience in supporting data platforms on cloud environments (GCP, AWS, Azure, etc.)

If you have the following characteristics, it would be a plus:

• Excellent communication skills, both written and verbal, for interacting with customers, and cross-functional teams.

• Strong analytical and problem-solving skills, with attention to detail.

• GCP certification such as Google Cloud Associate Cloud Engineer

#GSKOnyx, #LI-GSK

Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves - feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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