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Engineer, Global Service Product Support - Software

CDI
Daly City
Salaire : Non spécifié
Télétravail non autorisé

DNA Script
DNA Script

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Descriptif du poste

DNA Script

DNA Script is a leading company in manufacturing de novo synthetic nucleic acids using enzymatic DNA synthesis (EDS) technology. The company aims at accelerating innovation in life science and technology through the decentralization of rapid, on demand and high-quality DNA synthesis. DNA Script's approach leverages nature's billions of years of evolution in synthesizing DNA to set a new standard for customizing nucleic acid synthesis thus accelerating discovery in genetics, genomics, and synthetic biology. Discovery disciplines with profound impacts upon humanity such as biopharma, translational genetics and even molecular information storage all start with synthetic DNA. The company has recently initiated the commercialization of its first EDS powered platform, the SYNTAX system.

To date, DNA Script has raised over $315M of financing, with leading investors such as Coatue Management, Fidelity Management and Research, Catalio Capital Management, Casdin Capital, LSP, Bpifrance Large Ventures, Danaher, Illumina Ventures, Agilent, Merck Ventures, Sofinnova Partners, Kurma Partners, T Rowe Price, Baillie Gifford and Eurazeo.

DNA Script also partners on technology and product development with leading organizations such as DARPA, IARPA, Moderna Therapeutics, GE Research, Illumina, the Broad Institute, Harvard University, Institut Pasteur and the French Department of Defense.

DNA Script has its research and manufacturing facilities headquartered in Paris, France, and is in the process of expanding its commercial and development teams in South San Francisco.

Opportunity and Challenges :

We are looking to assemble a team of best-in-class, innovative and passionately eager people. We want to gather their talents and skills to achieve one goal: unlock the power of “DNA-write.” We offer the opportunity of joining a dynamic, international, and highly skilled team in a pioneering startup. Our DNA On Demand platform not only has the potential to change the way the world makes and uses synthetic DNA, but also to accelerate the rate of discovery by delivering upon the promise of same-day results.

This is an opportunity to join a rapidly growing company and to have a large impact on developing a technology that will have far-reaching impacts across biological sciences.

The Role

DNA Script is actively searching for an accomplished Software and Cloud Network Specialist to support our partners and customers in their use and application of DNA Script’s commercial product.The individual will be responsible for supporting complex technical inquiries related to networking cloud service, communication protocol requirements, performing customer site visits to work with customer IT teams to verify network functionality, and setting up user accounts. The candidate will also help the installation team and customers regarding questions on software functionality issues and communication issues with the instrument software, coordinating customer feedback and interactions, and representing user experiences within the company to aid development of next generation products.

The position will be US based, in the South San Francisco, California office.

Responsibilities

  • Installs and optimizes hardware/software/network products and configurations at customer sites.
  • Diagnoses and resolves network/ software product performance problems.
  • Perform pre-install customer site visit and works with their IT team to discuss, test and confirm that online solutions can be successfully implemented.
  • Ensures customer satisfaction by advising customers on any user account related issues.
  • Supports field team on critical network and communication as well as any user account and licensing related escalations
  • Proactively responds to potential network/software issues to prevent unplanned interruption of customers’ business.
  • Delivers fully integrated solutions which may include peripherals, communications, operating systems and applications software.
  • Trains field engineers on OS/network setup and troubleshooting.
  • Contributes to ongoing and new development projects regarding customer site and service-related issues.

Preferred Experience

  • Troubleshoot and resolve Linux and network related technical problems.
  • Troubleshoot connectivity problems across the different layers of the OSI model from the Linux standpoint.
  • Understanding of Networking fundamentals like routing, switching, subnets, etc.
  • High level understanding of security in Linux (filesystem permissions, etc.), may have experience managing users and groups.
  • Strong experience with Linux Administration and troubleshooting is required.
  • Knowledge of different Linux distros including Ubuntu is a plus
  • Good written and verbal communication skills
  • Self-starter, highly motivated and works with little or no supervision
  • Genuinely passionate in helping others, takes ownership and pride in their job.
  • Bachelor's degree in Computer Science, a related technical field, or equivalent practical experience
  • 2+ years of experience providing solutions to external customers
  • 2+ years of experience designing, developing and/or troubleshooting Linux, OS X, Windows, and networking technologies

Miscellaneous

  • Job is based in South San Francisco, CA. Requires 30% travel to corporate offices and client sites throughout the US and support other global regions as necessary.

Recruitment process

  1. Phone interview with the hiring manager
  2. Day interview at the office with manager, cofounders, HR and the team
  3. References check
  4. Timing: 2-3 weeks

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