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.
#LI-JP1
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The base pay range for this position is $105,500 - $150,500 annually. The base pay range may take into account the candidate’s geographic region, which will adjust the pay depending on the specific work location. The base pay offered will take into account the candidate’s geographic region, job-related knowledge, skills, experience and internal equity, among other factors.
In addition to the base salary, as part of our Total Rewards program, Exelixis offers comprehensive employee benefits package, including a 401k plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts. Employees are also eligible for a discretionary annual bonus program, or if field sales staff, a sales-based incentive plan. Exelixis also offers employees the opportunity to purchase company stock, and receive long-term incentives, 15 accrued vacation days in their first year, 17 paid holidays including a company-wide winter shutdown in December, and up to 10 sick days throughout the calendar year.
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.