Systems Support Engineer in Sunnyvale, California at Cepheid

Date Posted: 9/18/2019

Job Snapshot

Job Description

Job ID: CEP004397

About Us

At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we’ve taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most. Through strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. Come join our vision for a better way and help make life better for us all! For more details, visit us at or follow us on Twitter (@CepheidNews).


  • The Systems Support Engineer is responsible for providing advanced product support to customers requiring assistance with instrumentation, software and hardware components sold and distributed by Cepheid. As a member of the Tier 2 Technical Support Team, you provide product support to internal and external customers via phone, email and web serving as the technical expert in Cepheid’s Customer Care experience.

    • Engage customers to collect and compile detailed information about customer complaints
    • Conduct advanced data analysis and troubleshooting, applying a deep understanding of underlying instrument, software and operating system functionality
    • Investigate and resolve advanced customer complaints
    • Document complaints and resulting investigations in the complaint management system
    • Interface with Service and Global Product Support to escalate and resolve more complex cases
    • Adhere to Quality Management System procedures
    • Maintain product knowledge and support continuous improvement efforts
    • Contribute to quality compliance through accurate and concise case documentation
    • Represent Technical Support on projects and operational teams, communicating findings back to Technical Support
    • Complete all assigned and required training satisfactorily and on time
    • Performs additional tasks as assigned by the Technical Support Manager or Supervisor

Job Requirements



Education and Experience: 

  • Bachelor’s Degree (or equivalent) in engineering / electronics / IT with two or more years of relevant experience in clinical laboratory instrumentation/software/systems or in Technical Support
  • Master’s Degree with 0-2 Years related work experience

Knowledge and skills: 

  • Fluent English (written and oral) is required (additional languages would be an advantage – French, Spanish, Portuguese)
  • Customer oriented – understands customer expectations and empathizes with customer & patient needs
  • Experience using and/or troubleshooting one or more of the following preferred:
    • Laboratory analytical diagnostic equipment, medical devices and software
    • IT and computer networking/communication protocols
    • MS Windows Operating systems and databases (MS SQL)
    • Laboratory Information Systems (LIS)
  • Knowledge and use of commercial computer application packages (MS Office)
  • Familiarity with (or similar CRM System) a plus
  • Able to follow complex procedures and processes
  • Excellent written and verbal communication skills
  • Curious & self-motivated with ability to learn a complex technology platform quickly
  • Proactively analyzes complex problems, draw conclusions and propose precise action plans
  • Works independently in a structured manner with the ability to prioritize critical tasks
  • Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality
  • Thrives in a dynamic and fast-paced environment


  • Available to work different shifts, evenings, weekends and holidays as necessary
  • May include extended computer and telephone work involving repetitive arm/wrist motions
  • May include occasional overnight travel

The statements in this description represent typical elements, criteria and general work performed.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.