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 techn...