Technical Support Engineer III
TraceLink
Company overview:
TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.
Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.
Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.
System Job Title: Technical Support Engineer
Manager (System Job Title): Director, Technical Support & Customer Services
Responsibilities
- Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner.
- Perform analysis and problem resolution activities.
- Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.
- Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.
- Create and review Knowledge Articles for both internal and external (customer) use.
- Participate in knowledge sharing and training as required.
- Participate in on-call rotations to support off-hour customer issues as well as software deployment activities.
- Work US business hours
Qualifications
- 3-5 Years of experience in a technical support and troubleshooting role.
- Fluent in written and spoken English.
- Ability to work US business hours is required
- Customer-first communication and attitude.
- Excellent English verbal and written communication skills.
- Strong analytical skills and attention to detail.
- BS in Computer Science or similar information technology degree.
- Knowledge of UNIX, with a focus on scripting and parsing of data sets.
- Experience in working with Java APIs.
- Ability to read, parse and manipulate various technical formats including XML, EDI and CSV.
- Working knowledge of B2B technologies including AS2, SFTP, and Web Services.
- Experience with Supply chain software and knowledge of pharmaceutical industry preferred.
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