IT Support Engineer

Full-TimeBridgeBioSan Francisco, CAIT

Apply Now

About BridgeBio

BridgeBio is a biopharmaceutical company founded to discover, create, test, and deliver transformative medicines to treat patients who suffer from genetic diseases and cancers with clear genetic drivers. We bridge the gap between remarkable advancements in genetic science in academic institutions and the delivery of meaningful medicines to patients. Founded in 2015, the company has built a portfolio of 30+ drug development programs ranging from preclinical to late-stage development in multiple therapeutic areas including genetic dermatology, precision oncology, cardiology, endocrinology, neurology, pulmonology, and renal disease, with two approved drugs.

Our focus on scientific excellence and rapid execution aim to translate today’s discoveries into tomorrow’s medicines. We have U.S. offices in San Francisco, Palo Alto, Boston, New York, and Raleigh, with small satellites in other parts of the country. We also have international offices in Montreal, Canada, and Zug, Switzerland, and are expanding across Europe.

To learn more about our story and company culture, visit us at https://bridgebio.com

Who You Are:

The IT Support Engineer is responsible for coordinating and delivering technical support services across BridgeBio and company affiliates. This role requires extensive technical expertise, sophisticated problem-solving skills, vendor and staff management experience, and a commitment to continuous improvement. The candidate must be a self-starter with superior analytical abilities and minimal supervision to understand complex situations and execute effective solutions quickly. The role is a vital member of a growing team. The ideal candidate must be an effective team player who understands the importance of collaboration to successfully deliver services across a diverse landscape of technologies, vendors, staff, and business organizations.
Responsibilities:
  • Coordinate and deliver tiered IT Support services for the company. Collaborate with peers, teams, and vendors to effectively execute IT operations
  • Meet and exceed service level agreements (SLAs) for IT Service delivery. Identify and escalate technical and customer service issues to appropriate stakeholders for timely resolution
  • Identify trends in support activities and service performance and pursue continuous improvement opportunities in alignment with IT leadership
  • Research, diagnose, troubleshoot, and identify solutions to resolve IT Service incidents and problems
  • Coordinate IT onboarding and offboarding activity, ensuring timely, efficient, and compliant service delivery
  • Partner with vendors, internal technical teams, and IT leadership to ensure the effective lifecycle management of computer assets (Windows and Mac), including procurement, inventory management, provisioning, maintenance, and disposition
  • Perform system administration and maintenance on IT platforms as trained/required (Email, Collaboration, client management, etc.)
  • Provide documentation of IT systems and processes' design, deployment, operation, maintenance, and usage
  • Maintain up-to-date runbooks for core IT processes like onboarding, offboarding, incident resolution, request fulfillment, ticket administration, etc.
  • Ensure the adherence to compliance controls related to on/offboarding, access management, and system management
  • Work closely with third-party vendors, partners, and contractors to deliver IT services such as IT Service Desk, deskside support, depot services, asset lifecycle management, etc.

  • No matter your role at BridgeBio, successful team members are:
  • Patient Champions, who put patients first and uphold strict ethical standards
  • Entrepreneurial Operators, who drive towards practical solutions and have an ownership mindset
  • Truth Seekers, who are detailed, rational, and humble problem solvers
  • Individuals Who Inspire Excellence in themselves and those around them
  • High-quality executors, who execute against goals and milestones with quality, precision, and speed
Education, Experience & Skills Requirements:
  • 5+ years of experience in IT Services, supporting Enterprise type IT environments and solutions in an IT Service Desk position or similar role
  • 3+ years of IT experience in similarly sized growing Biotech companies
  • Experience with using ticketing metrics to monitor performance and drive change
  • Ability to communicate sophisticated technical concepts to non-technical audiences
  • Solid background in customer support, with a focus on solving for systemic root causes
  • Advanced hands-on hardware and software troubleshooting skills, Windows and Mac OS operating environments
  • Demonstrated experience with administration of IT platforms is required (Exchange, Active Directory, Office 365, Okta, Egnyte, Teams) as well as experience with provisioning new users with IT equipment
  • Must have a strong understanding of IT Support as part of a business function (SLA's, ITIL practices, etc.)
  • Ability work effectively with others and are exceedingly productive on your own while producing quality results
  • Must be able to handle changing and competing priorities where the path forward is not always clear at the outset and use good judgment in stressful situations
  • Must communicate exceptionally well, both in writing and verbally, including success sharing ideas in technical and user-friendly language and technical writing skills
What We Offer:
  • Patient Days, where we are fortunate to hear directly from individuals living with the conditions we are seeking to impact throughout the year and learn how we can improve our efforts
  • A culture inspired by our values: put patients first, think independently, be radically transparent, every minute counts, and let the science speak
  • An unyielding commitment to always putting patients first. Learn more about how we do this here
  • A de-centralized model that enables our program teams to focus on advancing science and helping patients. Our affiliate structure is designed to eliminate bureaucracy and put decision-making power in the hands of those closest to the science
  • A place where you own the vision – both for your program and your own career path
  • A collaborative, fast-paced, data-driven environment where we inspire ourselves and each other to always perform at the top of our game
  • Access to learning and development resources to help you get in the best professional shape of your life
  • Robust and market competitive compensation & benefits package (Base, Performance Bonus, Equity, health, welfare & retirement programs)
  • Flexible PTO
  • Rapid career advancement for strong performers
  • Potential ability to work on multiple BridgeBio Pharma programs across multiple therapeutic areas over time
  • Partnerships with leading institutions
  • Commitment to Diversity, Equity & Inclusion – with initiatives like Women at Bridge, we are committed to fostering an inclusive environment where every person feels seen, valued, and heard
We will not accept unsolicited resumes from agencies. Please do not send agency resumes to our website or BridgeBio and affiliating employees.
careers

IT Support Engineer

Full-TimeBridgeBioSan Francisco, CAIT

Apply Now