Principal Support Engineer

Henry Schein; Austin (TX); Remote; USD 95,000 - 167,000; Full time

Job summary

Join an innovative healthcare technology company that values expertise in both front-end and back-end technologies. This remote position offers a unique opportunity to work cross-departmentally with various teams to enhance customer experiences and improve case resolution times. You'll leverage your extensive troubleshooting skills and technical knowledge to provide systematic software enhancements and mentor others. With a competitive salary and a comprehensive benefits package, this role is ideal for those looking to grow in a supportive and inclusive environment. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

401K Plan with Company Match

Paid Time Off (PTO)

Paid Parental Leave

Short Term Disability

Work Life Assistance Program

Education Benefits

Worldwide Scholarship Program

Qualifications

• 8+ years of experience in technical support and troubleshooting.
• Ability to read, write, and debug code effectively.
• Experience with network and system architectures.

Responsibilities

• Provide tailored service experiences to exceed customer expectations.
• Lead investigations and prepare presentations for critical issues.
• Mentor backline teams and assist with technical engagements.

Skills

Code Debugging

Customer Service

Troubleshooting

SQL

AWS

Network Architecture

Application Performance Management

Agile Methodology

Education

High School Diploma

Bachelor's Degree

Master's Degree

Tools

APM Tools

Active Directory

SSL Certificates

Job description

***This position is Remote***

Summary

This position provides a top-level of expertise in both the front-end and back-end technologies, utilizing fine-tuned troubleshooting techniques and internal and external resources and tools. They will work cross-departmentally with Development, Product Management, Security, Subject Matter Experts (SMEs), and the Escalation team to reduce customer effort and case resolution times. Proactively monitor hosted environments and provide recommendations to Product, Engineering, and Architecture.

What you will do

• Exceeding internal and external customer expectations by providing an individually tailored service experience.


• Provide systematic software enhancement recommendations to Product, Engineering, and Architecture.


• The identification, creation, fixing, and representation of software bugs.


• Lead field investigations and prepare presentations when applicable.


• Meet and exceed Service Level Agreements through effective case management.


• Mentoring and Assisting Backline teams with technical engagements.


• Prepare and Present product Essential Training sessions.


• Assisting Subject Matter Expert (SMEs) in organizing knowledge distribution and training.


• Provide in-depth troubleshooting, analysis, and workarounds on advanced and complex issues.


• Mentor and provide training regarding how to approach and debug complex systems.


• Works directly with stakeholders to assure resolution of critical issues.


• Proactively identify and resolve issues by utilizing APM tools.


• Partner with DevOps, Engineering, Support, and end-users in resolving issues/problems in both premise and hosted environments.


• Work with External Vendors, log tickets, and follow the process to solve issues in given SLAs.


• Follow ITIL processes (Change management, configuration management, Root Cause Analysis, and Problem Management).


• Participate in War Room sessions to drive critical issue resolution.


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


• Adhere to team processes, align with team objectives and goals.


• As directed, performs special projects.


• Following company policy for expense reporting.

Qualifications

Required:

• Typically, High School education, vocational training and/or on-the-job training.


• Typically, eight or more years of increasingly related experience.


• Demonstrate ability to read, write and debug code.


• Experience with network and system architectures such as servers, databases, load balancers, and routers.


• Experience with Enterprise networks (servers, topology, connectivity, etc.).


• Proficient with SQL and other relational databases.


• Proficient with AWS and other cloud technologies.


• Experience with Agile project management and?software development methodology.


• Active Directory - multi-domain structure & GPO management.


• Demonstrate ability to perform heap and memory analyses, LAN trace, Profiler, JDK tools, and other troubleshooting techniques.


• Experience with Application Performance Management (APM) platforms.


• Experience with SSL, Certificates, Cryptography, and other server security.


• Ability to write precise and instructive Knowledge Base articles about technical issues.


• Extensive customer service experience and training.


• Excellent customer relationship and advocacy skills.


• Experience with providing customer centered technical support.


• Demonstrated history of strong customer service skills.


• Superior troubleshooting skills.

Nice to have:

• Bachelor's Degree.


• Master's Degree.

The posted range for this position is $95,040.00 - $166,320.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a 12.5% bonus not reflected in the posted range.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.


• A career in the healthcare technology industry, with the ability to grow and realize your full potential.


• Competitive compensation.


• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.