Hybrid Tech Support Engineer — Pharma Automation

Tethered Talent; Port Washington (NY); Hybrid; USD 65.000 - 95.000; Vollzeit

Zusammenfassung

Tethered Talent seeks a Technical Support Engineer to be the first line of contact for U.S.-based customers using our pharmacy automation systems. This hybrid role involves hands-on troubleshooting, guiding customers through remote resolution, and contributing to knowledge resources.

Based in Port Washington, NY, you will split time between the office (3 days/week) and remote work, while collaborating with a global technical team to deliver timely solutions and process improvements.

Qualifikationen

• At least three years of experience in technical support or related roles supporting hardware/software.
• Investigate, reproduce, review diagnostics, and work toward resolution.
• Knowledge of operating systems, software config, connectivity, and remote tools.
• Patience and ability to explain technical instructions to nontechnical users.
• Excellent verbal and written English communication and accurate case documentation.
• Ability to manage multiple issues, work independently, and collaborate with a global team.
• Comfort in a growing business, ownership mindset, and process improvements.
• Ability to work from Port Washington office three days per week.

Aufgaben

• Provide first-line technical support by phone and remote tools, meeting SLA and prioritizing issues.
• Use structured questions to understand symptoms, changes, workflows, and environment.
• Reproduce issues using office test systems; analyze data/logs to isolate causes.
• Guide customers through troubleshooting steps and verify restoration of functionality.
• Escalate to Tier II or coordinate onsite support; provide diagnostic findings.
• Perform approved software upgrades and system configuration activities.
• Coordinate product returns via RMA when required.
• Deliver training and create knowledge-based materials.
• Identify recurring issues and contribute to service/product improvements.
• Improve processes and support materials during lower volume periods.
• Follow service docs, complaint handling, safety, and data-security procedures.

Kenntnisse

Technical support

Software troubleshooting

Systems implementation

Remote troubleshooting

English communication

Documentation

Ausbildung

Engineering background or related hands-on experience

Tools

Jira

Zoho

Salesforce

Jobbeschreibung

Tethered Talent seeks a Technical Support Engineer to be the first line of contact for U.S.-based customers using our pharmacy automation systems. This hybrid role involves hands-on troubleshooting, guiding customers through remote resolution, and contributing to knowledge resources.

Based in Port Washington, NY, you will split time between the office (3 days/week) and remote work, while collaborating with a global technical team to deliver timely solutions and process improvements.