L2 Support Engineer – Digital Product Suite

L2 Support Engineer – Digital Product Suite

LGC Clinical Diagnostics develops and manufactures a comprehensive portfolio of catalogue and custom-developed diagnostic quality solutions and component materials for the extended life sciences industry. We partner with IVD assay developers, pharmaceutical, CRO and academic institutions in commercialization activities across the entire diagnostic pipeline. Laboratorians and diagnostic professionals across disciplines of clinical chemistry, immunochemistry, serology, molecular diagnostics, and clinical genomics rely on LGC's products to support accurate and reliable diagnostic results.

Our operating entities include Maine Standards Company, SeraCare Life Sciences, and Technopath Clinical Diagnostics, which are in vitro diagnostics (IVD) manufacturers of quality measurement tools (calibrators, controls, linearity, EQA/PT, biological materials), the Native Antigen Company, which is a manufacturer and supplier of viral antigens and LGC Proficiency Testing a global leader in PT schemes. We operate FDA-registered and ISO 13485-accredited facilities in Maine (USA), Massachusetts (USA), Maryland (USA), Tipperary (Ireland), ISO 9001-accredited facility in Oxford, UK, and Traverse City, Michigan US.

Each day, our world-class staff, scientific expertise, operational efficiency, and superior quality systems are ready to support the range of advanced technologies that collectively improve patient outcomes - from the widely adopted and established through to cutting-edge NGS and precision diagnostics.

Job Description

We're seeking a highly motivated and technically versatile L2 Support Engineer to join our team supporting a dynamic suite of digital products. This is a critical role that ensures our customers and internal teams receive timely, accurate, and insightful technical support that keeps our platforms running smoothly. In this hybrid role, you'll act as a bridge between customer-facing teams and engineering, helping to diagnose and resolve complex technical issues, perform lightweight operational and DevOps tasks, and conduct data analysis to support troubleshooting and continuous improvement efforts. This role has room for growth and a continual learning path as we reengineer and modernize digital portfolio of scientific and clinical support applications for the next decade. After an initial training period, this role will have required support hours of 12pm until 8pm Eastern time and overlap with similar support based in the EU. Additionally, this role requires some after hours and weekend emergency on call support available on a schedule.

Key Responsibilities

• Technical Support (Tier 2): Investigate, reproduce, and resolve complex technical issues escalated from Tier 1 support and customer-facing technical teams.
• Customer Interaction: Collaborate with customer success managers and implementation engineers to provide timely, professional responses to customer issues and requests.
• Data Analysis & Troubleshooting: Query databases and analyze logs, metrics, and telemetry data to identify trends, detect anomalies, and troubleshoot product behavior.
• Operational & DevOps Tasks: Assist with configuration changes, monitoring jobs, executing scripts, and performing environment checks across staging and production systems.
• Incident & Problem Management: Participate in on-call rotations, triage incidents, document root cause analyses, and contribute to postmortem reviews.

Collaboration & Escalation: Work closely with Product, Engineering, and QA teams to escalate unresolved bugs, contribute to documentation, and drive continuous improvement.

Qualifications

• Bachelors of Science in IT, Computer Science, Engineering or other Science.
• 2+ years of relevant experience.
• Knowledge of technical support, DevOps, or systems engineering roles.
• Understanding of SQL database technology.
• Experience with ticketing systems (e.g., Zendesk, Jira) and customer issue tracking workflows a plus.
• Familiarity with cloud infrastructure (e.g., AWS, Azure) and CI/CD tools (e.g., GitHub Actions, Jenkins) is a plus.
• Strong communication skills – able to explain technical concepts clearly to both technical and non-technical audiences.
• Strong analytical mindset and ability to prioritize issues under pressure.
• Bonus: Experience with APIs, scripting (Python, Bash), or lightweight automation.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Join LGC and become part of a team that values collaboration, integrity, and brilliance in all we do. We are committed to encouraging a workplace where everyone can thrive and contribute to our mission. Our values:

• PASSION
• CURIOSITY
• INTEGRITY
• BRILLIANCE
• RESPECT

Equal opportunities

LGC is committed to the principle that each job candidate and staff member should be respected for their specific abilities, regardless of age, disability, race, color, ethnic background, nationality, gender, sexual orientation, gender identity, marital status, parental obligations, religion, or personal convictions. The procedures for shortlisting, conducting interviews, and making selections will always be free from bias based on gender, marital status, color, race, nationality, ethnicity, religion, age, or union membership.

For more information about LGC, please visit our website www.lgcgroup.com

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