Cytokinetics is dedicated to advancing the frontiers of technology having specialized IT services for Research as we innovate to produce new medicines in both cardiac and muscle diseases. We are at the forefront of innovation, driving impactful solutions in drug discovery.

As we expand our team, we are seeking a highly skilled Field Support Engineer III that is responsible for providing onsite work to Cytokinetics clients within Research and Non-Clinical Development (NCD), whether scheduled or on demand. Additionally, this role will receive infrastructure escalations from the team and serve as a mentor to Field Support Engineer’s I and II. The Field Support Engineer is often considered the ‘face’ of Research IT and is expected to build strong, trusted relationships with their assigned clients. Engineers will not be measured by ticket completion directly, but will be measured by resolutions met quickly, and CSAT (customer satisfaction). Ticket utilization is a tool to be used for communication, management, and prioritization of tasks and will be used as a communication and metric tool by their direct manager.  

Duties and Responsibilities:

• Proactively anticipate and escalate issues to ensure prompt resolution and minimize downtime
• Stay current with support policies, methods, and best practices to deliver precise solutions
• Adhere to established ticketing processes, documenting issues clearly and promptly
• Prioritize proactive measures to enhance system performance and reduce the need for reactive support
• Demonstrate a deep understanding of ITIL principles and apply them effectively in support tasks
• Retrieve and manage passwords using designated password management tools
• Ensure compliance with Cytokinetics’ document security standards and policies
• Maintain high-quality communication with both technical and non-technical customers via phone and email
• Prepare formal and informal documents and presentations based on structured outlines, clearly conveying points of view to the team
• Manage audience expectations by specifying actions and their anticipated timelines
• Adhere to client-specific business ethics, standards, and policies
• Utilize advanced analytics for tasks such as backup remediation, root cause analysis of infrastructure outages, and patch management
• Evaluate issues critically to identify problems, sources, and potential solutions
• Connect various aspects of problems to propose and test viable solutions
• Balance time between developing action plans for tickets and escalating issues to ensure exceptional customer service
• Review and refine troubleshooting processes post-resolution to enhance future efficiency
• Contribute to and utilize the Research WIKI Knowledgebase for issue resolution and efficiency improvements
• Be prepared for on-call duties and potential off-hours work as required
• Note that this job description is subject to change, and additional duties may be assigned as needed

Qualifications:

• 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.

Job-Related Experience:

• 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.

Job-Related Skills/Attributes:

• Clarity: Excellent communication skills with the ability to explain technical issues in a clear and concise manner.
• Own Research IT: Demonstrates integrity, innovation, and accountability in daily tasks.
• Results: Solution-oriented with a focus on resolving conflicts swiftly and accurately. Proactively seeks opportunities to support company goals.
• Growth: Eager to learn and improve continuously. Adaptable and capable of thriving in a fast-paced environment.
• Team: Collaborative and respectful, fostering a positive team environment with both customers and colleagues.
• Understanding of current performance metrics and their impact on work.
• Recognizes limitations and seeks assistance from experienced colleagues when needed.
• Actively listens to and understands expectations from clients, managers, and teammates, adjusting to evolving requirements.
• Operates with integrity, upholds commitments, maintains a positive attitude, and demonstrates resilience under pressure.
• Complies with HR policies and meets general employment expectations.

Our employees come from different backgrounds, and we celebrate those differences. We are looking for the best candidates for our open roles, but do not expect applicants to meet every qualification in order to be considered. If you are excited about what you could accomplish at Cytokinetics and believe you can add value to our team, we would love to hear from you.

Our passion is anchored in robust scientific thinking, grounded in integrity and critical thinking. We keep the patient front and center in all we do –all actions and decisions are in service of the patient and their caregivers. We champion integrity, ethics, doing the right thing, and being our best selves. If you are a driven individual with a passion for AI, machine learning, and computational biology, and you are excited about the opportunity to contribute to groundbreaking projects in the Pharmaceutical Discovery Drug Discovery process, we invite you to apply for this position. Join us in shaping the future of drug discovery and making a meaningful impact on society!

 

Please visit our website at: www.cytokinetics.com

Cytokinetics is an Equal Opportunity Employer