System Support Engineer I/II

Engineering Salt Lake City, Utah

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Position Summary:

System support engineers provide system level support for BioFire Diagnostics’ customers. They are experts in the software, hardware, and operating systems of bioMerieux instrumentation.

The engineer is responsible for working with the field sales teams to coordinate LIS interface implementation at customer sites. This includes participating in the security questionnaire process, coordinating phone calls with key stakeholders, on-site support for installation and configuration of the system, and tracking customer configurations. In addition, the engineer is responsible for coordinating with the field sales teams and customers to deploy software and system updates. The engineer is expected to understand the priorities and schedules for projects that they are assigned to. They are expected to work efficiently with their teams, their managers, and their stakeholders.

The engineer is responsible for providing support to clinical application specialists and field application specialists when needed. This includes advanced troubleshooting of system level issues at customer sites and providing workarounds when appropriate. When providing system level support, if defects or anomalies are discovered, the engineer is expected to perform root cause analysis and communicate the issues to their manager and the associated department using the appropriate tracking process.

In addition, the engineer is expected to interface with software development teams to support the development and launch of new products. This includes participation as a design team member, assisting in creation of customer-facing documentation, and helping prepare for launch. The engineer is also expected to assist in creation of training materials for internal teams and participate in facilitation of training, both at the time of launch as well as on-going trainings.

Principal Job Duties and Responsibilities:

  1. Perform all work in compliance with company policy and within guidelines of BioFire Diagnostics’ Quality System.
  2. Learn about BioFire Diagnostics’ mission and values.
  3. Understand and reproduce the customer configuration of BioFire instrumentation when providing support.
  4. Provide instructions to reproduce system defects and document them using the appropriate tracking process.
  5. Complete projects on time with supervision.
  6. Communicate road blocks to manager.
  7. Foster a collaborative and cooperative work environment.
  8. Continually update technical knowledge and skills.
  9. Assist in creating customer-facing documentation.
  10. Provide input on training materials and assist in training.

Training and Education:

Requires either a Bachelor’s degree in an engineering, scientific, information technology or technical field, or equivalent experience.


Level I-0+ years of work experience with software and system level engineering, or (without a Bachelor’s degree) 5+ years of work experience with software and system level engineering.

Level II- 3+ years of work experience with software and system level engineering, or (without a Bachelor’s degree) 7+ years of work experience with software and system level engineering.


Basic skills:

  • Strong written and oral communication
  • Good organizational skills/ability to multi-task

Basic Engineering skills:

  • Windows OS experience
  • System level troubleshooting
  • Software installation and configuration management

Physical Requirements: 

May occasionally be required to transport and lift up to 50 lbs

BioFire Diagnostics, LLC. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioFire Diagnostics’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).