Engineering Technical Support Specialist - Remote

Overview

As an Engineering Technical Support Specialist at GeneDx, you will be responsible for monitoring and triaging all incoming issues and requests, executing clearly documented runbooks, and escalating to and working closely with the on-call engineering team when needed, including acting as the Incident Commander for critical incidents.

In Short

• Monitor issue & request queues and respond to tickets.
• Analyze existing request management processes for improvement.
• Identify areas for self-service and automation development.
• Collaborate with Product, Technology, and Operations teams.
• Act as incident commander during critical incidents.

Requirements

• Effective communication and organizational skills.
• Empathy for users.
• Strong attention to detail.
• Ability to follow complex documentation.
• Ability to manage multiple priorities.
• Ability to work independently and collaboratively.
• Software engineering experience preferred.

Benefits

• Paid Time Off (PTO)
• Health, Dental, Vision and Life insurance
• 401k Retirement Savings Plan
• Employee Discounts
• Voluntary benefits