Technical Support Engineer II

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

Company overview:

TraceLink is the world’s largest Agentic Business Network, enabling life sciences and healthcare companies to build and manage a scalable digital workforce of governed, no-code AI agents that execute and coordinate mission-critical supply chain operations alongside human teams. Powered by the Integrate-Once™ OPUS platform, TraceLink links more than 300,000 network participants, enabling multi-enterprise processes at global scale.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 5 global offices, over 800 employees and more than 1700 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

Responsibilities

• Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner.
• Perform analysis and problem resolution activities.
• Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.
• Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.
• Create and review Knowledge Articles for both internal and external (customer) use.
• Participate in knowledge sharing and training as required.
• Participate in on-call rotations to support off-hour customer issues as well as software deployment activities.

Qualifications

• 3-5 Years of experience 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 information technology degree.
• Knowledge of UNIX, with a focus on scripting and parsing of data sets.
• Experience in working with Java APIs.
• Ability to read, parse and manipulate various technical formats including XML, EDI and CSV.
• Working knowledge of B2B technologies including AS2, SFTP, and Web Services.
• Experience with Supply chain software and knowledge of pharmaceutical industry preferred.

TraceLink is committed to providing competitive compensation and benefits to all employees. This is the estimated base salary range for this role and should serve only as a guide. Final compensation offered may vary based on a variety of factors including but not limited to experience level, fit for the role, skills, domain knowledge, internal equity, budget, and location.

EMEA Pay Range

€34.870,34—€45.987,91 EUR

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