Technical Support Engineer II - Customer-Driven

tracelinkinc

United States

Remote

USD 90,000 - 120,000

Full time

14 days+

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Job summary

TraceLink, a leader in life sciences supply chain software, seeks a skilled technical support engineer with 3–5 years of experience to diagnose, document and resolve customer issues across UNIX, Java APIs and data formats (XML/EDI/CSV). You will collaborate with Product, Engineering and QA to ensure timely resolutions and contribute to Knowledge Articles.

The role requires customer-first communication, strong analytical skills, and familiarity with B2B tech (AS2, SFTP, Web Services) and pharma

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.

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.