Support Engineer II

Key Skills

Aartificial intelligence, Analytical and Problem solving, AWS, Azure, Data Analysis, Data Engineering, DevOps, Effective communication skills, Google Cloud Platform (GCP), Java Programming, Leadership Skill, Machine learning techniques, Metadata, Python Programming, Scala Programming, Tech Support, User support and Troubleshooting, Writing

Job Description

The Onyx Research Data Platform organization represents a major investment by GSK R&D and Digital & Tech, designed to deliver a step-change in our ability to leverage data, knowledge, and prediction to find new medicines. We are 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 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 to unlock the value of our combined data assets 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 Engineers II demonstrate strong ownership of customer issues, have a deep understanding of the products they support and follow best practices in customer interaction and issue resolution. They prioritize the 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.

Key Responsibilities:

• 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.

Why You?

Basic Qualifications

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

• Bachelor's degree in computer science, Software Engineering, or related discipline.
• Experience in reading and following code in languages like Python, Java, or Scala.
• Experience in providing technical support, troubleshooting, and issue resolution for complex software systems.
• Experience with virtual compute technologies containers, and serverless computing models.
• Experience in supporting data platforms on cloud environments (GCP, AWS, Azure, etc.)

Preferred Qualifications:

If you have some of 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

LI-GSK

GSKOnyx

The annual base salary for new hires in this position ranges from $115,974 to $156,906 taking into account a number of factors including work location, the candidate’s skills, experience, education level and the market rate for the role. In addition, this position offers an annual bonus and eligibility to participate in our share based long term incentive program which is dependent on the level of the role. Available benefits include health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and paid caregiver/parental and medical leave.

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

Why Us?

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 organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

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 workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We’re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).

GSK is an Equal Opportunity Employer and, in the US, we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

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