Software Support Engineer III

POSITION SUMMARY: A Software Support Engineer III provides technical assistance to production operations and research with troubleshooting, diagnosing, and solving product and environment problems. In addition, the Software Support Engineer III analyzes the requirements of research requests, writes manifests for Cloud pipelines to fulfill those requests, and makes the results available to researchers. The Software Support Engineer III documents and maintains a knowledge of the solutions to the problems to aid in future problem resolution. PRIMARY RESPONSIBILITIES: Provide technical support for Natera's Laboratory Information Management Systems (LIMS) and Cloud based Data Analytics software platform. Perform troubleshooting, debugging, and root cause analysis of product or environment issues using analysis of log files, problem reproduction, and system instrumentation. Track and document all actions taken to address production issues and follow up with internal users or customers to ensure satisfactory resolution. Develop and document best practices for handling the requests and implement reliable processes to better serve the needs of our customers. Identify and codify solutions to frequent issues as documented and scripted processes. Performs other duties as assigned. This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job QUALIFICATIONS: 5+ years of experience in a similar role. BS Degree in Computer Science, similar discipline, or equivalent work experience. MS preferred. KNOWLEDGE, SKILLS, AND ABILITIES: Working knowledge of Java, Spring framework required Experience with relational databases essential, with specific experience with MySql Extensive analytic troubleshooting skills Excellent communication and organizational skills, especially for problem solving under pressure Strong technical documentation skills Eagerness to acquire new skills in genetics Ability to thrive in a fast-paced environment and manage multiple tasks independently Experience with Groovy scripting language a plus Experience with Python and web services a plus PHYSICAL DEMANDS & WORK ENVIRONMENT: Duties are typically performed in an office setting. This position requires the ability to use a computer keyboard, communicate over the telephone, and read printed material. Schedule may include non-traditional work hours, including nights and/or weekends. The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. Remote USA $80,500 — $100,600 USD OUR OPPORTUNITY Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management. WHAT WE OFFER Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby