Operations Support Engineer

Job Summary: 

The Operations Support Engineer will be responsible for maintaining and monitoring technical software systems, resolving customer issues, and supporting software operations related to genomic technologies. This role involves working closely with cross-functional teams—including scientists, software engineers, and bioinformaticians—to ensure the reliability and performance of support systems. The engineer will also contribute to the development and documentation of support processes and ensure compliance with regulatory standards in a healthcare environment. 

RESPONSIBILITIES: 

Technical Support and System Monitoring: 

• Maintain and monitor support systems for technical software, including web applications and genomic software. 

• Debug complex code and analyze application logs to assist in issue resolution. 

• Intake, troubleshoot, and resolve customer issues, ensuring timely and accurate follow-through. 

• Ensure proper escalation of issues to internal teams and maintain clear communication throughout the resolution process. 

Process Improvement and Documentation: 

• Assist in code development and code scripting for the improvement of operations support and automation. 

• Contribute to the design and improvement of support workflows and documentation. 

• Ensure proper recording and communication of technical issues and resolutions. 

• Document support processes and technical issues thoroughly and accurately. 

Cross-Functional Collaboration: 

• Work closely with scientists, software engineers, and bioinformaticians to diagnose and resolve technical issues. 

• Collaborate with DevOps and QA teams to ensure smooth deployment and operation of support systems. 

Regulatory and Compliance Support: 

• Ensure support systems and processes align with regulatory standards such as CLIA, CAP, HIPAA, and FDA. 

• Assist in documenting compliance-related activities and support audits as needed. 

QUALIFICATIONS: 

Skills: 

• Strong problem-solving and client-facing skills. 

• Demonstrated competency in scripting languages (e.g., Bash, Python). 

• Familiarity with statistical programming languages (e.g., R, Python). 

• Experience with Linux/Unix systems; cloud experience is a plus. 

• Hands-on experience with databases and SQL is a plus. 

• Excellent written and verbal communication skills. 

• Ability to learn quickly and adapt to a fast-changing environment. 

Education: 

• Bachelor’s degree or higher in Computer Science, Computer Engineering, Bioinformatics, or a related field. 

Experience: 

• Minimum of 2 years of experience in technical support or software engineering. 

• Experience with genomic software systems is a plus. 

• Experience in healthcare-related environments with high regulatory requirements is preferred. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 

• Frequently required to sit, stand, talk, hear, and use hand/finger dexterity. 

• Frequently required to utilize visual acuity to operate equipment and read technical information. 

• Occasionally exposed to bloodborne and airborne pathogens or infectious materials. 

EEO Statement: 

Baylor Genetics is an equal-opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law. 

Note to Recruiters: 

We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for Baylor Genetics ("Agreement"). Any resumes submitted to Baylor Genetics in the absence of an Agreement executed by Baylor Genetics' authorized signatory will be considered the property of Baylor Genetics, and Baylor Genetics will not be obligated to pay any associated recruitment fees.