Technical Support Engineer
Technical Support Engineer
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Job Description
A Technical Support Engineer is responsible for troubleshooting and closing tier II support tickets. This position will exceed through technical troubleshooting system maintenance & implementation documentation & knowledge management and customer engagement. The Technical Support Engineer influences internal and external customers from pre implementation through products end of life.
The Technical Support Engineer will work cross-functionally with Tier I DevOps Developers and Service teams to enhance the impact of our products by supporting customer base.
Responsibilities:
System Maintenance and Implementation
- Software Products: This includes file transfers database backups/restoration and validation tasks.
- Interface agents: communication with washers sterilizers incubators
- Single sign-on: SAML 2.0 Windows Authentication and AD/LDAP
- Surgical schedule integrations: including flat file and HL7 formats
- Perform upgrades software conversions server updates and package installations.
Customer Engagement and Project Management
- Present technical requirements for fitting software into unique IT environments.
- Communicate effectively with external customers and provide pre-implementation support.
- Reply promptly to customer inquiries and work on conference calls with customers.
- Act as a liaison to project managers and provide technical advisement for projects.
Technical Problem-Solving
- Utilize advanced analytical and troubleshooting skills for technical problem-solving.
- Review and translate SQL database information application error logs and other diagnostic data.
- Analyze service interruptions perform root cause analysis and implement solutions.
Documentation and Knowledge Management:
- Maintain team documentation for consistent operations and knowledge sharing.
Qualifications:
- One to three years of customer support SaaS preferred
- Proficient in the use of Microsoft Office products
- Excellent presentation writing organizational analytical and problem-solving skills
- Experience using Zendesk SalesForce ServiceCloud or similar application preferred
* Travel 2-3 times per year
Employment Type
Full-Time
