Principal Support Engineer

Henry Schein; American Fork (UT); Remote; USD 95,000 - 167,000; Full time

Job summary

An innovative company is seeking a skilled technical support specialist with a strong background in both front-end and back-end technologies. This remote role emphasizes collaboration across departments to enhance customer experiences and resolve issues efficiently. You will leverage your extensive troubleshooting skills and technical expertise to monitor environments, recommend software enhancements, and provide exceptional service. Join a forward-thinking team that values professional development and work-life balance, and contribute to impactful projects in the healthcare technology sector.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401K with match

Paid Time Off (PTO)

Parental Leave

Disability Benefits

Wellness Programs

Educational Benefits

Qualifications

• 8+ years of experience in technical support and troubleshooting.
• Proficiency in SQL and experience with cloud technologies.
• Ability to mentor and assist teams with technical issues.

Responsibilities

• Exceed customer expectations with personalized service.
• Manage cases to meet SLA requirements effectively.
• Collaborate with teams to resolve critical issues.

Skills

Code Debugging

Customer Service

SQL

AWS

Network Architecture

Application Performance Management

Troubleshooting

Agile Methodologies

Active Directory

SSL and Cryptography

Education

High School Diploma

Bachelor's Degree

Master's Degree

Tools

APM Tools

AWS

Job description

This position is Remote

Summary

This position requires a high level of expertise in both front-end and back-end technologies, utilizing advanced troubleshooting techniques and resources. The role involves collaboration across departments such as Development, Product Management, Security, SMEs, and the Escalation team to reduce customer effort and resolve cases efficiently. Proactive monitoring of hosted environments and providing recommendations to Product, Engineering, and Architecture are also key responsibilities.

What you will do

• Exceed customer expectations by providing personalized service experiences.


• Recommend software enhancements to Product, Engineering, and Architecture teams.


• Identify, create, fix, and report software bugs.


• Lead investigations and prepare presentations as needed.


• Manage cases effectively to meet SLA requirements.


• Mentor and assist Backline teams with technical issues.


• Prepare and deliver product training sessions.


• Assist SMEs in organizing knowledge sharing and training.


• Provide in-depth troubleshooting and workarounds for complex issues.


• Mentor team members on debugging complex systems.


• Coordinate with stakeholders to resolve critical issues.


• Use APM tools to proactively identify and resolve issues.


• Collaborate with DevOps, Engineering, Support, and end-users to resolve issues in both premise and hosted environments.


• Work with external vendors, log tickets, and follow SLA processes.


• Follow ITIL processes including Change Management, Configuration Management, Root Cause Analysis, and Problem Management.


• Participate in War Room sessions for critical issues.


• Provide on-call and after-hours support as required.


• Adhere to team processes and align with team objectives.


• Perform special projects as directed.


• Follow company policies for expense reporting.

Qualifications

Required:

• High School diploma, vocational training, or equivalent experience.


• Eight or more years of relevant experience.


• Ability to read, write, and debug code.


• Experience with network and system architectures (servers, databases, load balancers, routers).


• Knowledge of enterprise networks, including servers, topology, and connectivity.


• Proficiency with SQL and relational databases.


• Experience with AWS and cloud technologies.


• Familiarity with Agile methodologies and software development processes.


• Experience with Active Directory, multi-domain structures, and GPO management.


• Ability to perform heap/memory analysis, LAN trace, Profiler, JDK tools, and troubleshooting techniques.


• Experience with Application Performance Management (APM) platforms.


• Knowledge of SSL, Certificates, Cryptography, and server security.


• Ability to write clear and instructive Knowledge Base articles.


• Extensive customer service experience and training.


• Strong customer relationship skills.


• Experience providing customer-centered technical support.


• Proven troubleshooting skills.

Nice to have:

• Bachelor's Degree.


• Master's Degree.

The salary range for this position is $95,040.00 - $166,320.00, depending on experience, skills, location, and other factors. The role is eligible for a 12.5% bonus, not reflected in the base salary range.

What you get as a Henry Schein One Employee

• A supportive workplace with talented colleagues.


• Opportunities for growth in healthcare technology.


• Competitive pay and benefits, including medical, dental, vision, 401K with match, PTO, parental leave, disability, wellness programs, and educational benefits.

About Henry Schein One

Henry Schein One leads in dental management, analytics, communication, and marketing software, offering integrated solutions for users.

Our success is driven by our people. We value diversity, professional development, innovation, teamwork, and work-life balance. In 2022, we were recognized as one of Utah's top workplaces. For more information, visit: 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, creed, national origin, disability, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or other protected classes.

Note: We are unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.