6 days old

Technical Support Engineer, Linux/Network Systems Administrator

Pacific Biosciences
Menlo Park, CA 94025
This position is for a customer and field facing IT support person working out of our Menlo Park, California headquarters.

PacBio has introduced a platform for single molecule, real-time detection of biological events designed to transform the future of medicine, basic science, agriculture and bio-fuels. Our mission is to transform the way humankind acquires, processes, and interprets data from living systems through innovative tools for biological research.

We are building a multi-disciplinary team to establish a world-class, global, Technical Support organization to support our field-based teams and customers. Our ideal candidate is a well-rounded top performer who can be a key contributor in a high-energy growth environment.



  • Participate as a key member of a diverse group of Technical Support Scientists and Engineers.

  • Resolve IT-related issues escalated from the field and/or our customers in a timely manner. Issues will be received via phone, email, and the Web.

  • Facilitate a set of pre-installation meetings (usually web based) with customers to:

    • Review networking, hardware and software requirements.

    • Ensure there is network-to-network connectivity.

    • Configure the firewall so PacBio personnel can access the system remotely.

    • Assist with getting all of the above items within the confines of the customers IT security policy.

    • This role will be responsible for troubleshooting and resolving communication issues between the PacBio instrument and related software components. Knowledge of Linux analysis clusters, SANs, and the many different authentication (PAM, LDAP, AD, etc) mechanisms will help in troubleshooting.

  • Contribute to the ongoing development of our internal documentation to capture lessons learned and solutions to cases.



  • B.S. or M.S. in Computer Science or related disciplines, along with 3+ years of industry experience.

  • 3+ years of IT/Linux/Networking customer support experience preferred.

  • Experience in genomics or computational biology is a plus.



  • Customer-focused individual with the empathy and skills to understand and address customer concerns.

  • Passion for customer service, achieving high customer satisfaction.

  • Must have excellent troubleshooting abilities.

  • Ability to balance several projects and customers concurrently.

  • Must have a can do attitude and comfortable in a fast-paced start-up environment.

  • Must have strong written, verbal and presentation communication skills.

  • Self-starter who is able to work independently, collaboratively and with minimal supervision.

  • Must have excellent work ethic, exceptional judgment, and unquestionable integrity.


Technical Expertise:

  • Operating Systems: Linux Administration (Ubuntu and CentOS) 3+ years.

    • Basic Hardware/Software troubleshooting i.e. RAID, networking, etc.

    • OS configuration and troubleshooting.

    • Network troubleshooting, software firewalls (iptables).

    • Transfer Mechanisms troubleshooting: RSYNC, FTP, SCP, SAMBA, etc.

    • Familiar with Python, Shell Scripting, and Perl.

    • File server administration experience (including Samba, NFS).

  • Operating Systems: Windows Administration:

    • Understanding of Active Directory.

    • Good understanding of security: share permissions, file level permissions, etc.

  • Networking:

    • Good understanding of TCP/IP networking.

    • Good understanding of OSI stack and network troubleshooting.

    • Ethernet and IP networking thorough networking knowledge to support the diversity of custom configurations at customer sites.

    • Familiarity with VLAN configuration and administration.

    • Expertise in cross-platform file sharing protocols, including NFS and TCP/IP knowledge.

  • Databases:

    • Knowledge of basic MySQL database administration.

  • Experience in administration of a high performance computing cluster is a plus.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.


Posted: 2019-03-13 Expires: 2019-04-12

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Technical Support Engineer, Linux/Network Systems Administrator

Pacific Biosciences
Menlo Park, CA 94025

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