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Senior Support Engineer

3 miesięcy temu

Warszawa, Mazovia, Polska GlaxoSmithKline Pełny etat

At GSK, we want to supercharge our data capability to better understand our patients and accelerate our ability to discover vaccines and medicines. 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, metadata- and automation-driven 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, as one unified asset, to unlock the value of our unique collection of data and predictions in real-time

As a Senior Support Engineer, you will analyze and diagnose intricate technical problems, providing a timely and effective resolution to complex technical issues AND not only guide/enable others on the team to do the same but also mentor junior support engineers to promote a culture of excellence in customer service.

Collaborating with cross-functional teams, you will enhance product documentation and user experience acting as key liaisons between customers and the product development teams.

Additionally, you will stay current with the latest technologies and product updates, continuously improving your technical expertise and actively engaging with the user community, participating in forums, and contributing to the knowledgebase.

Senior Support Engineer

Key Responsibilities:

  • Provide timely, working solutions for customer reported issues, following a methodical approach to troubleshooting the issues.
  • Mentor and coach team members on Onyx platform and products.
  • Possess expert troubleshooting and debugging skills.
  • Identify and/or create tools to improve troubleshooting products.
  • 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.
  • Engage with user community on forums and other channels by answering questions, by raising the visibility of issues to the right people and sharing in-depth documentation of technical issues.

Why You?

Necessary skills:

  • Bachelor's or Master's degree in Computer Science, Software Engineering, or related discipline
  • Specialized knowledge in data structures, parallel computing paradigms, software operations, etc
  • Ability to demonstrate strong ownership of customer issues, deep understanding of the products supported and following best practices in customer interaction and issue resolution
  • 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.
  • Ability to code in languages like Python, Java, or Scala.
  • Prior experience in providing technical support, troubleshooting, and issue resolution for complex software systems.
  • Familiarity with virtual compute technologies containers, and serverless computing models.
  • Experience in supporting data platforms on cloud environments (GCP, AWS, Azure, etc.)
  • Associate or Professional certification on GCP

Why GSK?

  • Career at one of the leading global healthcare companies
  • Contract of employment
  • Attractive reward package (annual bonus & awards for outstanding performance, recognition awards for additional achievements and engagement, holiday benefit)
  • Company car of car allowance
  • Company shares
  • Life insurance and pension plan
  • Private medical package with additional preventive healthcare services for employees and their eligible
  • Sports cards (Multisport)
  • Possibilities of development within the role and company's structure
  • Personalized learning approach (mentoring, online training' platforms: Pluralsight, Business Skills, Harvard Manage Mentor, Skillsoft and external training)
  • Extensive support of work life balance (flexible working solutions, short Fridays option, health & well-being activities)
  • Supportive community and integration events
  • Modern office with creative rooms, fresh fruits everyday
  • Free car and bike parking, locker rooms and showers.

Inclusion & Diversity at GSK:

Inclusion and diversity at GSK are key for our success. Here, you will thrive through bringing your unique experiences to both our company and the recruitment process. We want you to be you, feel good and keep growing your career. GSK is an Equal Opportunity and Affirmative Action Employer. Applicants will travel through a transparent recruitment journey that adheres to all required employment standards and regulations. Beyond this, we commit to our values of integrity and respect towards every applicant.

We want to hear from you and support with any adjustments that you may require during the recruitment process.

Please get in touch with our Recruitment Team(pl.recruitment-) to further discuss this today.

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Why GSK?

Uniting science, technology and talent to get ahead of disease together.

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 organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

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 place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at US Toll Free) or outside US).

GSK is an Equal Opportunity/Affirmative Action Employer. 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.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK's compliance to all federal and state US Transparency requirements. For more information, please visit GSK's Transparency Reporting For the Record site.


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