Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com.
Join the Enterprise Software and Support Team (ESST). This team supports the world's leading software for managing laboratory instrumentation, electronic content management, and business process workflows. Our products provide a web-based infrastructure for automation of the entire lab, from data generation through analysis and reports. We provide open platform architecture for automation of the entire lab. Your role will include:
Working as part of the AFO Region Support team you will be handling second level support managing, fielding and working to resolve customer submitted Support tickets related to Agilent's enterprise software.
Remotely assisting Agilent front-line services teams working with customers on installs, troubleshooting and technical issues with informatics software including database, networking, and chromatography questions as needed.
Actively represent the Support team during Presto escalations for heightened situations. This involves working with Agilent internal teams (Marketing, Sales, R&D) to provide the best solution to the customer.
Collaborate with our customer’s IT departments on best practices, supported configurations and virtualization technologies, etc.
Contribute to growing the Support teams overall shared knowledge base based on situations and findings during customer support tickets.
Support hours are 8:00AM to 5:00PM for local time zone. Weekend work as needed on a rotational basis
QualificationsBachelors or Masters Degree or equivalent.
4+ years relevant experience for entry to this level.
4+ years’ experience around regulated laboratory environments (e.g., GMP, FDA 2.1 CFR Part 11)
Need to have familiarity with Service Desk ticket system, Jira preferred.
Working knowledge of Agilent Software portfolio (SLIMS, OpenLab CDS, ChemStation, EZChrom and ECM) and reporting modules (OLIR).
Laboratory experience in Analytical, Pharma, Biopharma, Genomics, NGS environments are a plus.
Knowledge of Windows OS, Oracle, SQL, MariaDB, Networking and Active Directory.
Knowledge/experience with Citrix, Terminal Services, VM, Hyper V.
Knowledge of programming languages such as Java or Python with demonstrable coding ability.
Experience with cloud deployments such as AWS and Azure is highly desired.
Additional Details
This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least March 20, 2026 or until the job is no longer posted.The full-time equivalent pay range for this position is $105,280.00 - $164,500.00/yr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to creating and maintaining an inclusive in the workplace where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email [email protected] or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.Travel Required: 10% of the TimeShift: DayDuration: No End DateJob Function: Services & SupportSkills Required
- Bachelor's or Master's Degree or equivalent
- 8+ years relevant experience
- 4+ years' experience around regulated laboratory environments
- Familiarity with Service Desk ticket system, Jira preferred
- Knowledge of Agilent Software portfolio
- Laboratory experience in analytical, pharma, biopharma, genomics environments
- Knowledge of Windows OS, Oracle, SQL, MariaDB, Networking and Active Directory
- Knowledge of Citrix, Terminal Services, VM, Hyper V
- Knowledge of programming languages such as Java or Python
- Experience with cloud deployments such as AWS and Azure
Agilent Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Agilent Technologies and has not been reviewed or approved by Agilent Technologies.
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Retirement Support — The core U.S. package highlights a generous 401(k) match as a strength. Retirement programs are positioned as competitive within the company’s total rewards.
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Equity Value & Accessibility — An Employee Stock Purchase Plan at a discount provides accessible equity and augments total compensation. Ownership opportunities are presented as a notable advantage alongside retirement benefits.
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Leave & Time Off Breadth — Flexible Time Off, company holidays, a personal holiday, and paid volunteer time create a broad leave offering. Time off can accrue into multiple weeks in the first year, supporting flexibility.
Agilent Technologies Insights
What We Do
Analytical scientists and clinical researchers worldwide rely on Agilent to help fulfill their most complex laboratory demands. Our instruments, software, services and consumables address the full range of scientific and laboratory management needs—so our customers can do what they do best: improve the world around us. Whether a laboratory is engaged in environmental testing, academic research, medical diagnostics, pharmaceuticals, petrochemicals or food testing, Agilent provides laboratory solutions to meet their full spectrum of needs. We work closely with customers to help address global trends that impact human health and the environment, and to anticipate future scientific needs. Our solutions improve the efficiency of the entire laboratory, from sample prep to data interpretation and management. Customers trust Agilent for solutions that enable insights...for a better world.
