Tech Support Engineer II — Customer-Focused Troubleshooter

TraceLink, Inc; Wilmington (MA); On-site; USD 38,000 - 51,000; Full time

Job summary

TraceLink, Inc. is seeking a technically skilled support specialist to resolve complex customer issues across our network, coordinating with product, engineering and QA teams. You will analyze data, craft solutions, and contribute to knowledge bases to improve service delivery.

You should have 3–5 years in tech support, strong analytical ability, and experience with UNIX, Java APIs, and data formats like XML/EDI/CSV. Prior pharma supply chain exposure is a plus.

Qualifications

• 3-5 years in a technical support and troubleshooting role.
• Customer-first communication and attitude.
• Strong analytical skills and attention to detail.
• BS in Computer Science or similar IT degree.
• Knowledge of UNIX, scripting and data parsing."
• Experience with Java APIs and data formats (XML, EDI, CSV).
• Familiarity with AS2, SFTP, Web Services.
• Experience with supply chain software and pharma industry knowledge preferred.

Responsibilities

• Interact with customers and internal teams to resolve issues promptly.
• Perform analysis and problem resolution activities.
• Develop and improve standard troubleshooting procedures and tools.
• Collaborate with Product, Engineering, and QA to resolve customer issues.
• Create and review knowledge articles for internal and external use.
• Participate in knowledge sharing and training; support on-call rotations.

Skills

Technical support

Customer communication

Analytical skills

UNIX scripting

Java APIs

XML/EDI/CSV parsing

AS2

SFTP

Web Services

Supply chain software

Education

BS in Computer Science or related IT degree

Tools

UNIX

Job description

TraceLink, Inc. is seeking a technically skilled support specialist to resolve complex customer issues across our network, coordinating with product, engineering and QA teams. You will analyze data, craft solutions, and contribute to knowledge bases to improve service delivery.

You should have 3–5 years in tech support, strong analytical ability, and experience with UNIX, Java APIs, and data formats like XML/EDI/CSV. Prior pharma supply chain exposure is a plus.