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. This role is in alignment with DHR Diversity and Inclusion Charter and available to incumbents .

ESSENTIAL JOB RESPONSIBILITIES:

• 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 wi...