Engineering Support Lead

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.

Summary 

• As the Engineering Support Lead at GeneDx, you will oversee and guide a team of Engineering Support Technical Specialists, ensuring that all issues and requests are handled efficiently and effectively. Providing troubleshooting and issue resolution, managing clinician and internal requests, and driving continuous improvement in our support processes are central components of this role. The ideal candidate will have strong leadership capabilities, an eagerness to learn, and a passion for providing outstanding customer service to both internal and external stakeholders. 

Job Responsibilities

• Lead Engineering Support Team: Oversee and manage a team of Engineering Support Technical Specialists, providing direction, guidance, and mentorship to ensure high-quality support and service.
• Issue Resolution: Oversee monitoring of issue & request queues, responding to, escalating and completing tickets adhering to documented SLAs.
• Escalation Management: Ensure proper escalation procedures are followed for critical issues, with a focus on incident commanding, communication and robust documentation captured in post-incident retrospectives.
• Process Improvement: Continuously analyze existing support processes to develop and implement efficient and standardized workflows.
• Cross-Functional Collaboration: Foster a collaborative environment by working closely with Product, Technology and Operations teams to understand their unique needs and challenges and provide solutions that drive productivity improvements.
• Training & Development: Coordinate regular training sessions with the Engineering Support Team to enhance technical skills, product knowledge, troubleshooting techniques, and set responsibilities expectations.
• Documentation: Ensure accurate documentation of support processes, FAQs, and troubleshooting guides.
• Reporting: Analyze support ticket data to review team performance and issue trends. 
• Product Feedback: Gather feedback from Engineering Support Technical Specialists and support ticket data to relay key insights to the Product and Technology teams for runbook generation, enhancements or fixes.

People Manager

• You will directly support a growing team of Engineering Support Technical Specialists. You will be expected to analyze team performance and issue trends resulting in documentation maintenance and coordination of regular training sessions to enhance technical skills, product knowledge, and troubleshooting techniques.  

Education, Experience, and Skills

• Experience: Minimum of 3 years of experience in a technical support or engineering support role, preferably with at least 1 year in a leadership or team lead capacity.
• Leadership: Proven ability to lead, mentor, and motivate a team, ensuring high levels of performance and fostering a culture of learning.
• Problem-Solving: Excellent analytical and problem-solving skills, with the ability to manage competing priorities and inputs.
• Communication: Strong verbal and written communication skills, with the ability to convey complex information to both technical and non-technical audiences.
• Customer-Focused: A passion for delivering exceptional customer service and support, with a proactive approach to resolving issues and meeting team goals.
• Adaptability: Comfortable working in a scaling environment, balancing multiple priorities, and adapting to changing requirements and technologies.
• Technical Skills: Familiarity with relevant software, tools, and platforms (e.g., CRM, ticketing systems).

Work Environment 

• Fully remote role
• Standard work hours are Monday through Friday, 9:00AM to 6:00PM EST with occasional flexibility required as necessitated by the daily support needs.

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Science - Minded, Patient - Focused. 

At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.

Experts in what matters most. 

With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.

SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.

From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:

TECHNICAL EXPERTISE

• High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
• Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.

CLINICAL EXPERTISE

• Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
• Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
• Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.

Learn more About Us here.

Our Culture

At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:  

• Be bold in our vision & brave in our execution. 
• Communicate directly, with empathy. 
• Do what we say we're going to do.  
• Be adaptable to change.  
• Operate with a bias for action.    

Benefits include:

• Paid Time Off (PTO)
• Health, Dental, Vision and Life insurance
• 401k Retirement Savings Plan
• Employee Discounts
• Voluntary benefits

GeneDx is an Equal Opportunity Employer.

All privacy policy information can be found here.