Lab Operations - Engineer II - Client Technology

SUMMARY/JOB PURPOSE

The Engineer II - Client Technology provides advanced engineering support across a broad range of technologies and platforms. This role plays a critical part in anticipating and resolving escalated technical issues and ensuring the reliability and performance of end-user technologies. Uses approved AI assistants to accelerate diagnosis, documentation, and training deliverables while retaining human decision-making for remediation actions. Owns the standardization of repeatable fixes into runbooks and decision trees that improve consistency across human and AI-assisted support.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Engineer, analyze, configure, implement, and maintain technology tools and solutions Product Development & Delivery:
  • Diagnose and resolve complex hardware, software, and application issues, ensuring minimal disruption to business operations
  • Proactively ensure user devices are secure, compliant, and performing efficiently, regularly coordinating upgrades, patches and refreshes
  • Leverage diagnostic tools, monitoring platforms and system logs, using AI-assisted correlation and summarization where approved to accelerate root cause identification; validate findings prior to remediation
  • Engineer, analyze, configure, implement, and maintain technology tools and solutions
  • Convert recurring incident patterns into structured, human-owned runbooks and decision trees that define resolution steps, verification checks, and escalation criteria
  • Classify AI-assisted recommendations by risk (low/medium/high) and apply appropriate validation and peer review prior to executing changes
• Stakeholder Management & Cross-Functional Collaboration:
  • Work closely with stakeholders to understand their technology needs and deliver solutions
  • Continuously evaluate user needs, proactively designing and implementing strategies that support updated, high-performing user technologies and create a positive user experience
  • Collaborate with cross-functional teams to implement and validate solutions as needed
  • Understand and support specialized business use cases of client technologies
• Operational Excellence, Quality & Compliance:
  • Access and manage systems via administrative consoles with elevated privileges
  • Create documentation for technical solutions, deployment procedures, and automation scripts (AI-assisted drafting permitted) to ensure accuracy, compliance, and usability
  • Provide product training to internal support staff on relevant technologies, including how to validate AI-assisted troubleshooting suggestions and when to bypass AI for sensitive/escalated scenarios
• Performs other duties as assigned
• Complies with all policies and standards

SUPERVISORY RESPONSIBILITIES

• No supervisory responsibilities.

EDUCATION/EXPERIENCE/KNOWLEDGE/SKILLS & ABILITIES

Education

• High School diploma and 9 years of experience; or
• Associate's degree and 7 years of experience; or
• Bachelor's degree and 5 years of related experience; or
• Equivalent combination of education and experience.
• Technical certification may be required

Experience

• Proven experience analyzing and solving complex technical problems on a broad range of technology platforms
• Experience implementing engineering solutions to client technology issues
• Familiarity with administrative consoles and elevated system access
• Experience working in Agile environments and using ticketing systems (e.g., JIRA, JSM)
• Experience delivering an exceptional client experience
• Proven experience providing advanced level engineering support

Knowledge, Skills and Abilities

Required:

• Proven ability to use engineering practices and principles to resolve technical issues in an IT environment
• Advanced knowledge of troubleshooting and maintaining client technologies
• Ability to resolve complex technical issues and contribute to process improvements
• Ability to work independently and exercise sound judgment
• Experience with scripting or automation tools to streamline tasks and workflows
• Ability to proactively seek out areas of improvement and drive solutions
• Effective communication with cross-functional teams and end users
• Ability to document solutions and contribute to knowledge bases
• Strong knowledge of product-centric and agile framework models
• Ability to evaluate AI-assisted diagnostic hypotheses, confirm with logs/telemetry, and document evidence-based conclusions

Travel Requirements

• 5% Occasional travel (5-10%)

Physical Requirements:

• May require lifting equipment up to 25 lbs.

Environmental Requirements:

• Our office is a modern, open-plan space that fosters collaboration and creativity.
• Teams work closely together, sharing ideas and solutions in a supportive atmosphere.
• We provide all necessary equipment, including dual monitors and ergonomic chairs, to ensure a comfortable workspace.

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If you have a disability and need an accommodation in relation to the recruiting process, please email us at: ApplicantAccommodations@exelixis.com.

WORKING CONDITIONS:

Our office is a modern space that fosters collaboration and creativity. Teams work closely together, sharing ideas and solutions in a supportive atmosphere. We provide all necessary equipment, including dual monitors and ergonomic chairs, to ensure a comfortable workspace.

DISCLAIMER:
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.