Get AI-powered advice on this job and more exclusive features. Job Description

Were seeking a highly motivated and technically versatile L2 Support Engineer to join our team supporting a dynamic suite of digital products. This is a critical role that ensures our customers and internal teams receive timely, accurate, and insightful technical support that keeps our platforms running smoothly. In this hybrid role, youll act as a bridge between customer-facing teams and engineering, helping to diagnose and resolve complex technical issues, perform lightweight operational and DevOps tasks, and conduct data analysis to support troubleshooting and continuous improvement efforts. This role has room for growth and a continual learning path as we reengineer and modernize digital portfolio of scientific and clinical support applications for the next decade. After an initial training period, this role will have required support hours of 12pm until 8pm Eastern time and overlap with similar support based in the EU. Job Description

Were seeking a highly motivated and technically versatile L2 Support Engineer to join our team supporting a dynamic suite of digital products. This is a critical role that ensures our customers and internal teams receive timely, accurate, and insightful technical support that keeps our platforms running smoothly. In this hybrid role, youll act as a bridge between customer-facing teams and engineering, helping to diagnose and resolve complex technical issues, perform lightweight operational and DevOps tasks, and conduct data analysis to support troubleshooting and continuous improvement efforts. This role has room for growth and a continual learning path as we reengineer and modernize digital portfolio of scientific and clinical support applications for the next decade. After an initial training period, this role will have required support hours of 12pm until 8pm Eastern time and overlap with similar support based in the EU.

Key Responsibilities

Technical Support (Tier 2): Investigate, reproduce, and resolve complex technical issues escalated from Tier 1 support and customer-facing technical teams. Customer Interaction: Collaborate with customer success managers and implementation engineers to provide timely, professional responses to customer issues and requests. Data Analysis & Troubleshooting: Query databases and analyze logs, metrics, and telemetry data to identify trends, detect anomalies, and troubleshoot product behavior. Operational & DevOps Tasks: Assist with configuration changes, monitoring jobs, executing scripts, and performing environment checks across staging and production systems. Incident & Problem Management: Participate in on-call rotations, triage incidents, document root cause analyses, and contribute to postmortem reviews.

Collaboration & Escalation:

Work closely with Product, Engineering, and QA teams to escalate unresolved bugs, contribute to documentation, and drive continuous improvement.

Qualifications

Bachelors of Science in IT, Computer Science, Engineering or other Science. 2+ years of relevant experience. Knowledge of technical support, DevOps, or systems engineering roles. Understanding of SQL database technology Experience with ticketing systems (e.g., Zendesk, Jira) and customer issue tracking workflows a plus Familiarity with cloud infrastructure (e.g., AWS, Azure) and CI/CD tools (e.g., GitHub Actions, Jenkins) is a plus. Strong communication skills able to explain technical concepts clearly to both technical and non-technical audiences. Strong analytical mindset and ability to prioritize issues under pressure. Bonus: Experience with APIs, scripting (Python, Bash), or lightweight automation.

Additional Information

All your information will be kept confidential according to EEO guidelines. Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Information Technology Industries Biotechnology Referrals increase your chances of interviewing at LGC by 2x Get notified about new Support Engineer jobs in Gaithersburg, MD . Arlington, VA $70,500.00-$88,100.00 2 weeks ago Rockville, MD $51,500.00-$58,999.00 1 month ago McLean, VA $110,000.00-$115,000.00 1 month ago Customer Support Engineer - Technical & Client Services Washington, DC $54,000.00-$80,000.00 1 week ago District of Columbia, United States 2 weeks ago Bethesda, MD $68,000.00-$82,200.00 6 months ago Washington DC-Baltimore Area 17 hours ago McLean, VA $60,000.00-$70,000.00 1 week ago Customer Engineer, Workspace, Public Sector Washington, DC $147,000.00-$218,000.00 1 week ago Support Experience Engineer - Tools & Automation, WhatsApp Operations Washington, DC $147,000.00-$203,000.00 1 week ago Technical Support Engineer - Future Opportunities - Columbia MD/Hybrid Customer Engineer, Workspace, Public Sector Reston, VA $147,000.00-$218,000.00 1 week ago Application Support Engineer (Helpdesk+ Full Stack) Technical Support Engineer (Hybrid/Columbia MD) Sr. Technical Support Engineer, US Government, VM Specialist Washington, DC $85,100.00-$185,300.00 7 hours ago Senior Technical Support Engineer, US Government, XSIAM Network Engineer, Operations and Support Ashburn, VA $50.48-$156,000.00 22 hours ago Columbia, MD $80,000.00-$85,000.00 6 days ago End User Support Engineer (Microsoft 365 Applications Support) McLean, VA $110,000.00-$115,000.00 3 weeks ago Sr. Technical Support Engineer, US Government, Prisma Access (2pm to 11pm Central Time - Late Shift) Columbia, MD $80,000.00-$100,000.00 3 weeks ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr