Field Support Engineer III (Contract)

September 5

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Cytokinetics

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Empowering Muscle Empowering Lives

Heart Failure • Amyotrophic Lateral Sclerosis • Hypertrophic Cardiomyopathy

201 - 500

💰 $450M Post-IPO Debt on 2022-06

Description

• Responsible for providing onsite work to Cytokinetics clients within Research and Non-Clinical Development. • Serve as a mentor to Field Support Engineers I and II. • Build strong, trusted relationships with assigned clients. • Keep current with support policies, methods, and best practices to deliver precise solutions. • Ensure compliance with Cytokinetics’ document security standards and policies. • Utilize advanced analytics for tasks such as backup remediation, root cause analysis, and patch management. • Prepare formal and informal documents and presentations based on structured outlines, clearly conveying points of view to the team. • Balance time between developing action plans for tickets and escalating issues to ensure exceptional customer service.

Requirements

• Bachelor’s degree in a related field from an accredited institution, or equivalent experience with 5+ years of experience. • Alternatively, one year of college education equals one year of work experience and vice versa. • Microsoft role-based certification, A+, Security+, Network+, ITIL Certification, or ability to obtain within six months of employment. • Minimum of 5 years in customer-facing project management and client engagement. • Minimum of 5 years of technical support experience. • Proficient in troubleshooting Windows and Mac operating systems, Microsoft Office Suite, remote access, MS Terminal Services, server management, cloud platforms, and network environments. • Experience with OS deployment methods including scripted, unattended installations, Ghost, Sysprep, and other imaging tools is preferred. • Familiarity with Mac and Windows operating systems, real-time communication platforms, cloud infrastructure, and networking. Ability to diagnose, troubleshoot, and consult on technical issues.