Associate Director, Service Engineering

Natera
Austin
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 8+ yearsSkills: ["Leadership","Mentorship","Incident management","Root cause analysis","Communication","Operational excellence"]

Lead reliability and operational excellence for lab-facing platforms that support mission-critical genetic testing. Manage and scale a team of Service Engineers/SREs, driving incident response, on-call readiness, SLAs/SLOs, and operational KPIs. Partner with Lab Operations, Bioinformatics, Infrastructure, and Engineering to design resilient systems, improve monitoring/observability, reduce operational toil, and ensure compliant production changes with robust disaster recovery and business continuity.

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FursaFursa
Natera
Natera
2 days ago

Associate Director, Service Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead reliability and operational excellence for lab-facing platforms that support mission-critical genetic testing. Manage and scale a team of Service Engineers/SREs, driving incident response, on-call readiness, SLAs/SLOs, and operational KPIs. Partner with Lab Operations, Bioinformatics, Infrastructure, and Engineering to design resilient systems, improve monitoring/observability, reduce operational toil, and ensure compliant production changes with robust disaster recovery and business continuity.
Location: Austin
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead, mentor, and scale a team of Service Engineers/SREs supporting clinical production systems.
  • •Own reliability and availability for production services supporting laboratory operations, reporting, and customer delivery.
  • •Lead major incident response, including triage, communication, and post-incident reviews; oversee on-call rotations and playbooks.
  • •Partner to design resilient, fault-tolerant systems and drive monitoring, alerting, logging, and observability across lab and cloud platforms.
  • •Ensure compliance by meeting healthcare/regulatory requirements and overseeing disaster recovery, business continuity, and validated release processes.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kCommuter BenefitsParental Leave

Key Requirements

  • •8+ years of experience in service engineering or engineering roles.
  • •5+ years of people management experience leading technical teams.
  • •Operate highly available, mission-critical production systems with strong incident management and root cause analysis.
  • •Hands-on experience operating CMMS and LIMs environments.
  • •Strong written and verbal communication skills in high-stakes situations.
Experience:8+ years
Skills:LeadershipMentorshipIncident managementRoot cause analysisCommunicationOperational excellence
Languages:English
Tech Stack:CMMSLIMs

Company Brief

Natera
Develops and commercializes genetic testing and diagnostics focused on reproductive health, oncology, and organ transplant to inform clinical decision-making and improve patient outcomes.
Industry: Diagnostics
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Carlos, United States
Founded: 2004
WebsiteLinkedIn