Agilent
ApplicationEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Application Engineer at Agilent. Skills: Enterprise software support, Problem-solving, Customer support. Handle second-level support. Resolve customer-submitted Support tickets”
Industry & Context.
Problem-solving; Decision-making
Occasional travel, Afternoon shift, 1:30 PM to 9:30 PM IST
What They're Looking For.
Must Have
8+ years relevant work, 4+ years supervised laboratory environments, Solid grasp of Agilent Software portfolio, In-depth knowledge and experience, Work independently, Problem-solving skills, Self-management skills, Sound decision-making skills, Work well under pressure, Excellent verbal communication skills, Excellent written communication skills, Customer skills, Soft skills, Communicate successfully via WebEx/Teams, Knowledge of Windows OS, Knowledge of SQL, Knowledge of Networking
Nice to Have
Mass hunter knowledge appreciated, MS tech knowledge appreciated, Experience with cloud deployments, AWS experience highly desired, Azure experience highly desired
What You'll Do.
Handle second-level support
Resolve customer-submitted Support tickets
Assist front-line services teams
Solve technical issues with informatics software
Represent Support team during Presto critical issues
Work with Agilent internal teams
Collaborate with customers' IT departments
Contribute to shared knowledge base
How You'll Work.
Team & Collaboration
Agilent internal teams; Customers' IT departments
Communication Scope
Verbal communication; Written communication; Customer communication
Full Job Description
## **Job Description** Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic, and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek -- so they can do what they do best: improve the world around us. Information about Agilent is available at www.agilent.com. Join the Enterprise Software and Support Team (ESST) for Agilent's Customer Services Organization (CSO). This team supports the world's leading software for handling laboratory instrumentation, electronic content management, and business process workflows. Our products provide a web-based infrastructure and open platform architecture for the automation of the entire lab, from data generation through analysis and reports. Your role will include: * You will be handling second-level support, mainly focusing on the European area customers, fielding and working to resolve customer-submitted Support tickets related to Agilent's enterprise software. * Remotely assisting Agilent front-line services teams working with customers on installs, solving technical issues with informatics software including database, networking, and chromatography questions as needed. * Actively represent the Support team during Presto critical issues for heightened situations. This involves working with Agilent internal teams (Marketing, Sales, R&D) to deliver the best solution to the customer. * Collaborate with our customers’ IT departments on standard processes, supported configurations virtualization technologies, etc. * Chip in to growing the Support team's overall shared knowledge base based on situations and findings during customer support tickets. This position is remote and support hours will be afternoon shift - 1:30 PM to 9:30 PM IST. ## ## **Qualifications** **Job Qualifications** * Bachelor’s or Master’s Degree or University Degree or equivalent. * P
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