Support Systems Engineer

CareDx is a leading precision medicine diagnostics company advancing care in transplant, specialty oncology, and cell therapy. Through innovative molecular diagnostics, digital health solutions, AI-powered data and analytics, and patient support services, CareDx partners with healthcare providers, patients, and biopharma organizations to inform clinical decision-making and improve patient outcomes.

At CareDx, every employee has the opportunity to contribute to innovations that help transform patient care and improve lives.

Responsibilities:

Technical Support & Implementation

• Deploy, configure, and support CareDx software, including transplant, medication, and patient management platforms.
• Troubleshoot and resolve issues related to operating systems, databases (SQL, Oracle), and application interfaces.
• Support and maintain HL7 interfaces, including custom filtering and performance monitoring.
• Assist with remote connectivity setup and VPN configurations for customer sites.
• Ensure compliance with SLAs while managing ticket queues and project timelines.

Customer Engagement & Documentation

• Advise customers on software and hardware requirements before deployment.
• Provide ongoing support with a strong focus on customer service and follow-up.
• Document processes, configurations, and troubleshooting steps for internal and external use.

Collaboration & Continuous Improvement

• Work independently to execute implementation plans and resolve technical issues.
• Coordinate with cross-functional teams to optimize system performance.
• Stay up to date with emerging technologies to improve deployment and support processes.

Qualifications & Experience:

Required:

• Education: Bachelor’s degree in MIS, Computer Science, or a related field (or equivalent experience).
• Experience: 2+ years of experience in system engineering, implementation, and automation.
• Proficiency in writing complex SQL queries and managing Microsoft SQL Server & Oracle databases.
• Experience with SAP Crystal Reports and software interface troubleshooting.
• Strong knowledge of Microsoft Windows Active Directory and VPN protocols (Cisco, Nortel, RDP, etc.).
• Expectation is to be on call one week per month.

Preferred:

• Experience in biomedical systems engineering.
• Familiarity with IIS Web Services and website management.
• Knowledge of coding languages such as Python, C++, or JavaScript.
• Experience with data conversions and network administration.

Success Metrics:

• Provides timely and effective technical support with high customer satisfaction.
• Ensures seamless software deployment with minimal disruptions.
• Maintains accurate documentation and knowledge sharing.
• Continuously enhances technical skills and industry knowledge.