Reference #: 382945Site Name: USA - California - San Francisco, Cambridge 300 Technology Square, Upper ProvidencePosted Date: Jan 18 2024

　　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 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 talentAggressively engineering our data at scale to unlock the value of our combined data assets and predictions in real-time

　　A support engineer II is a technical expert who excels at providing clear solutions to complex technical issues reported by Onyx customers. They have a keen ability to analyze and diagnose intricate technical problems, providing a timely and effective resolution. They collaborate with cross-functional teams to enhance product documentation and user experience acting as key liaisons between customers and the product development teams.

　　Support Engineers II demonstrate strong ownership of customer issues, have a deep understanding of the products they support and follow best practices in customer interaction and issue resolution. They prioritize the customer experience and serve as mentors to junior support staff, promoting a culture of excellence in customer service.

　　Additionally, they stay current with the latest technologies and product updates, continuously improving their technical expertise and actively engage with the user community, participate in forums, and contribute to the knowledgebase.

　　Key Responsibilities:

　　Provide timely, working solutions for customer reported issues, following a methodical approach to troubleshooting the issues.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.Contribute articles to Knowledge Base and engage with user community on forums and other channels.Engage in continuous learning to remain updated with new product releases and latest technologies. Why You?Basic QualificationsWe are looking for professionals with these required skills to achieve our goals:Bachelor's degree in computer science, Software Engineering, or related discipline.Experience in reading and following code in languages like Python, Java, or Scala.Experience in providing technical support, troubleshooting, and issue resolution for complex software systems.Experience with virtual compute technologies containers, and serverless computing models.Experience in supporting data platforms on cloud environments (GCP, AWS, Azure, etc.)Preferred Qualifications:

　　If you have some of the following characteristics, it would be a plus: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.GCP certification such as Google Cloud Associate Cloud Engineer

　　#LI-GSK#GSKOnyx

　　The annual base salary for new hires in this position ranges from $130,050 to $175,950 taking into account a number of factors including work location, the candidate's skills, experience, education level and the market rate for the role. In addition, this position offers an annual bonus and eligibility to participate in our share based long term i centive program which is dependent on the level of the role. Available benefits include health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and paid caregiver/parental and medical leave.Please visit  to learn more about the comprehensive benefits program GSK offers US employees.

　　Why Us?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 organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

　　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 workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We're committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

　　If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).

　　Important notice to Employment businesses/ AgenciesGSK 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  site.

　　GSK is an Equal Opportunity Employer and, in the US, we adhere to Affirmative Action principles. This ensures that 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.