Senior Systems Support Engineer

Hot Job

Senior Systems Support Engineer

Apollo Professional Solutions

Pleasanton, CA 94588

Posted 09/17/2026

Job ID: 77576

Job Description

Position Type: Senior Systems Support Engineer

Location: Pleasanton, CA

Hourly rate: $77.00

Contractor benefits: Medical, Vision, Dental, 401k

Job Description:

A Senior Systems Support Engineer provides service on Roche instruments and networked

systems used for Research, Development, and Clinical Operations activities located both

internally (Roche campuses in Pleasanton and Santa Clara, California) and at external sites.

This role is responsible for the installation/deinstallation, qualification, preventative

maintenance, and repair of Roche instruments and software, with a strong emphasis on the

networking infrastructure that supports these systems - including IP address mapping,

Fortigate firewall configuration, and network troubleshooting.

Under guidance from senior team members, the Senior Systems Support Engineer

troubleshoots instrument hardware-software problems and network connectivity issues by using

service software, reviewing system-generated problem reports/error codes, and performing root

cause analyses. Being a team player is essential, as this position interfaces daily with

coworkers, internal stakeholders, and various interdisciplinary functional areas within the

organization. The Senior Systems Support Engineer must be committed to customer

satisfaction, with the ability to demonstrate outstanding interpersonal skills and solid judgment.

This position is based at the Roche Pleasanton campus with some travel locally to the Roche

Santa Clara campus as needed for system and networking support.

Essential Job Functions; Major Contributions

Instrument & Systems Support:

• Perform preventative maintenance (PM;s)
• Perform installation/operational qualifications (IOQs)
• Troubleshoot, replace parts, and perform repairs on instruments
• Install/deinstall/relocate instruments and computer control units
• Install or upgrade system and application software

Networking Support (Core Focus Area)

• Establish, maintain and troubleshoot network connections for remote access to internally and

externally placed instruments

• Map and manage IP addresses for networked lab instruments and systems
• Configure, maintain, and troubleshoot Fortigate firewall devices to ensure secure and reliable

connectivity for Roche systems

• Diagnose and resolve network connectivity issues (e.g., VLANs, switches, routing,

DNS/DHCP) affecting instrument and system performance

• Provide IT hardware and networking support for R&D and training labs
• Work closely with Systems and/or Software Development subject matter experts (SMEs) to

learn Roche instrumentation, software, and networking functionality, including advanced

troubleshooting knowledge

Documentation Coordination

• Document all service and support activities accurately and in a timely manner in the electronic

equipment management database and/or other applicable software tools according to approved

procedures

• Coordinate and triage onsite and/or remote network service requests using ServiceNow and

communicate status updates to the service requestor

• Build effective customer/stakeholder relationships through solution-oriented communication

and service, providing on-site or remote support as needed

• Attend and contribute updates during team huddles and other meetings, escalating issues as

needed

• Provide IT support for in-house lab-based instruments and the secure data repository as

needed

Training Requirements

• Train with team members and Development colleagues to acquire Roche instrument service,

networking, and troubleshooting skills, with self-initiative to pursue additional training

• Under guidance from senior team members, learn to solve a variety of instrument, software,

and networking problems of diverse scope and complexity by reviewing service documentation

and consulting with SMEs

• Interface with high-level technical support from other functional areas, e.g., Global Customer

Support (GCS), Systems Development engineers) to obtain expertise for difficult or recurring

issues

• Learn how to execute qualification documents (IQ/OQ)
• Once skill/knowledge is acquired, provide training or guidance to other team members on

networking, instrument service, or other internal processes

Safety & Compliance

• Comply with Roche safety policies, practices, and procedures at all times

Education

Required: Associate's degree in Electrical/Electronic Engineering, Computer Science,

Information Technology (Networking focus), or a related field, or equivalent combination of

education and work experience

Preferred: Bachelor's degree in Electrical/Electronic Engineering, Computer Science,

Information Technology, or a related field experience

Required:

• 5+ years of experience servicing medical/lab equipment and/or supporting networked

systems in a hospital, or clinical laboratory setting, including hands-on

experience with networking fundamentals (IP addressing/subnetting, VLANs, switches,

routers, and firewalls)

• Direct experience configuring and troubleshooting Fortigate (or similar) firewall/network

security appliances

Preferred:

• 4+ years of experience working in an IVD GMP/ISO regulated environment servicing

medical devices and supporting IT/networking infrastructure within R&D, hospital, or

clinical laboratory settings.

• Industry networking certification (e.g., CompTIA Network+, Fortinet NSE, or Cisco

CCNA)

Other Qualifications

• Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPN, firewall rules)

with the ability to apply this knowledge to troubleshoot instrument connectivity issues

• Awareness of FDA and ISO regulations related to instrument support and qualification
• Meticulous attention to detail to accurately document all activities and ensure quality support

both internally and at external sites

• Strong organizational, multi-tasking, and time management skills
• Demonstrated ability to learn new skills, software, and networking tools rapidly
• Ability to be flexible with changing work priorities and follow procedures/manager instructions

with a cooperative attitude

• Strong work ethic and communication skills
• Comfortable working both independently and collaboratively with IT/network teams.

Must be U.S. Person for purposes of Export Compliance. Reference Number: VEVBA

EEO Statement Apollo Professional Solutions, Inc. is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, disability status, medical condition, pregnancy, genetic information, protected veteran status, gender, sexual orientation, gender identity or expression, or any other status or characteristic protected under federal, state, or local law.

#WCL

Meet Your Recruiter

Gina DArcangelis

About Pleasanton, CA

Ready to embark on a fulfilling career journey in the vibrant region of Pleasanton, California? This picturesque city nestled in Alameda County offers a unique blend of suburban charm and exceptional growth opportunities for job seekers. Known for its charming downtown area with historic buildings, Pleasanton boasts a thriving arts scene with galleries like Firehouse Arts Center and Bankhead Theater. Indulge in the regions diverse cuisine, explore the scenic trails of Shadow Cliffs Regional Recreation Area, and catch a game of the Oakland Athletics at the nearby RingCentral Coliseum. Embrace the enchanting culture and endless possibilities that Pleasanton has to offer as you explore our curated job listings to find your perfect match. Lets kickstart your career journey in Pleasanton, CA today!

Salary Notes: The compensation listed reflects the good-faith rate currently anticipated for this position and may be adjusted, where permitted by law, based on business needs, applicable qualifications and experience.

EEO Statement: Apollo Professional Solutions, Inc. is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, disability status, medical condition, pregnancy, genetic information, protected veteran status, gender, sexual orientation, gender identity or expression, or any other status or characteristic protected under federal, state, or local law.

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