Summary: The Senior Application Engineer position is focused on ensuring customer service and satisfaction with the use of GO applications and solutions. This role serves as a liaison between the Client and the GO Product Development/Development Operations teams. Specific activities for this position include facilitating client discussions and requirement gathering; designing, configuring and testing GO applications and solutions; collaborating with the GO Client Service, Product Development and Development Operations teams for application updates, configurations, deployments and troubleshooting; and contributing to the GO knowledge management repository in the form of documentation and process definition. Additionally, will serve as a mentor to lower level Application Engineers.

Essential Responsibilities:

• Serve as liaison between Client Service / Product Development / Development Operations and GO Clients.
• Participate and/or facilitate client meetings to gather design requirements, answer questions on solution design and functionality, and report status on GO tasks and activities.
• Collaborate with Account/Project Managers in the development of project plans, time estimates and general planning activities for client delivery.
• Gather application configuration, feature/functionality specification and data requirements from client and document as JIRA design tickets.
• Create UI, Report and Data Output mockups and wireframes to illustrate the desired functionality and output within the GO tool(s).
• Collaborate with Product Development to ensure design tickets are fully understood and ready for development.
• Participate in application feature and design reviews with the Product Development, Application Engineering and Innovation teams.
• Write validation test(s) in YAML and gherkin to test and validate the feature/functionality/configuration the design ticket specifies is met.
• Execute both manual and automated testing of GO tools to ensure the design specifications are met.
• Create JIRA tickets to specify deployment requirements for Application, Content and/or annotations, therapy and trial updates that are ready for deployment.
• Support Development Operations (and/or Perform) in the deployment of Application, Content and/or Pipeline Rules updates to GO Internal, GO-hosted, and Client-hosted environments.
• Respond to Client support requests and questions.
• Perform application troubleshooting and/or coordinate troubleshooting activities amongst the Product Development / Development Operations teams. May include running troubleshooting scripts when necessary.

Ancillary Responsibilities:

• Maintain individual tasks and activities list within Jira
• Assist business development activities through demonstrations as needed
• Identify new feature/solution requests from clients to bring to the GO Innovation and Product Development teams for consideration. This includes complex feature design and/or cross-product integration impact.
• Create application training guides and conduct training sessions with Clients
• Update Client Trackers to maintain current versioning of GO Tools, Datasets and Configurations.
• Contribute to and maintain GO Knowledge Management on application and tool functionality and GO processes.
• Maintain process flow for client onboarding (GO processes and SOP’s)
• Serve as a mentor for new or junior team members
• Assist in talent acquisition process via candidate interviews and other GO recruiting activities, when applicable
• Attend and engage in Team and All Company meetings.

Required Skills/Abilities

• Strong critical-thinking and analytical skills
• Superior service orientation
• Outstanding interpersonal and communication skills, both oral and written
• Strong ability to translate client requirements into technical requirements for accurate development of application customization/enhancement
• Understanding of the Standard Software Development Life Cycle process and/or experience with Jira is a plus.
• Strong working knowledge of Google Workspace and MS Office Suite
• Self-motivated and ability to work autonomously and as a collaborative team member
• Strong multi-tasking and prioritizing capabilities and ability to be flexible and adaptable in a fast-paced work environment
• High attention to detail
• Continuous improvement oriented and ability to learn new technologies and subjects quickly

Education:

• Bachelor’s Degree: Engineering (Mechanical, Biomedical, Software) preferred Experience
• 3+ years experience in solution design, quality assurance, technical support and client service within a Software Development Life Cycle (SDLC) process.
• Previous experience in biomedical field is desired

Physical Requirements:

• Prolonged periods of sitting and typing on a computer
• Utilizing technology for communications

Work Conditions

• Clean, quiet office
• Remote or hybrid