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.
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 analyse 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.
In this role you will
* 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?
Qualifications & Skills:
We are looking for professionals with these required skills to achieve our goals:
* Bachelor’s degree in Computer Science, Software Engineering, or related discipline
* 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 read and follow code in languages like Python, Java, or Scala.
* Experience in providing technical support, troubleshooting, and issue resolution for complex software systems.
* Familiarity with virtual compute technologies containers, and serverless computing models.
Preferred Qualifications & Skills:
If you have the following characteristics, it would be a plus:
* Experience in supporting data platforms on cloud environments (GCP, AWS, Azure, etc.)
* GCP certification such as Google Cloud Associate Cloud Engineer.
Closing Date for Applications: Tuesday 9th July 2024 (COB)
Please take a copy of the Job Description, as this will not be available post closure of the advert.
When applying for this role, please use the ‘cover letter’ of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.
During the course of your application, you will be requested to complete voluntary information which will be used in monitoring the effectiveness of our equality and diversity policies. Your information will be treated as confidential and will not be used in any part of the selection process. If you require a reasonable adjustment to the application / selection process to enable you to demonstrate your ability to perform the job requirements, please contact 0808 234 4391. This will help us to understand any modifications we may need to make to support you throughout our selection process.
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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.
As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, 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*(*US only).
We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.
Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on Ukdiversity.recruitment@gsk.com or 0808 234 4391.
Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a UK Recruitment FAQ guide. Click the link and scroll to the Careers Section where you will find answers to multiple questions we receive .
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