Senior Technical Support Engineer II — API & UNIX Expert

Tracelink; Wilmington (MA); On-site; USD 39,000 - 51,000; Full time

Job summary

TraceLink is seeking a technical support professional to help customers resolve issues and optimize use of our Agentic Business Network platform. You will document problems, perform analyses, and collaborate with Product, Engineering and QA to ensure timely resolutions.

The role requires 3–5 years in technical support, a BS in CS, UNIX scripting, and experience with Java APIs, XML/EDI/CSV, AS2, SFTP, and Web Services. On-call rotations and knowledge-article creation are part of the duties.

Qualifications

• 3-5 years in a technical support and troubleshooting role.
• BS in Computer Science or similar IT degree.
• Knowledge of UNIX, with scripting and parsing data sets.
• Experience with Java APIs.
• Ability to read, parse and manipulate XML, EDI and CSV formats.
• Experience with B2B technologies including AS2, SFTP, and Web Services.
• Experience with supply chain software and pharmaceutical industry knowledge preferred.

Responsibilities

• Interact with customers and TraceLink departments to understand, document, troubleshoot and resolve issues promptly.
• Perform analysis and problem resolution activities.
• Contribute to standard procedures and tools for troubleshooting.
• Collaborate with Product Management, Engineering and QA on timely resolution of issues.
• Create and review Knowledge Articles for internal and customer use.
• Participate in knowledge sharing and training as required.
• Participate in on-call rotations to support off-hour customer issues and software deployments.

Skills

Customer-first communication

Analytical skills

Attention to detail

Java APIs

UNIX scripting

XML/EDI/CSV parsing

AS2/SFTP/Web Services

Education

B.S. in Computer Science or related IT degree

Tools

UNIX

XML tooling

EDI processing

Web services tooling

Job description

TraceLink is seeking a technical support professional to help customers resolve issues and optimize use of our Agentic Business Network platform. You will document problems, perform analyses, and collaborate with Product, Engineering and QA to ensure timely resolutions.

The role requires 3–5 years in technical support, a BS in CS, UNIX scripting, and experience with Java APIs, XML/EDI/CSV, AS2, SFTP, and Web Services. On-call rotations and knowledge-article creation are part of the duties.