Technical Support Engineer II: Escalation & Incident Lead

Outcomes®; Dublin (OH); On-site; USD 85,000 - 110,000; Full time

Job summary

Outcomes® is seeking a Technical Support Engineer II to own complex customer investigations across pharmacy platforms, integrated workflows, software, and hardware. You will troubleshoot across Windows, Linux, and peripheral environments, producing complete findings for efficient resolution.

You may participate in priority-incident leadership, on-call coverage, and development of support automation, collaborating with incident management, product engineering, and IT teams.

Qualifications

• 3+ years of relevant experience in technical support engineering or a comparable technical role.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Information Systems, or related discipline, or equivalent practical experience.
• Ability to own complex technical investigations, analyze logs, document findings, and drive issues to resolution.

Responsibilities

• Own complex, high-impact customer investigations through resolution or closure.
• Lead priority incidents as Technical Lead with triage, containment, and recovery guidance.
• Determine whether issues are defects, data issues, configuration problems, or environmental factors.
• Maintain case continuity across regions with structured handoffs and status updates.
• Read and analyze code and system behavior; develop scoped investigation or remediation approaches.
• Create and maintain knowledge through documentation and escalation guides.
• Provide onsite support when required and identify process improvements.

Skills

Technical escalation

Troubleshooting

Incident Management

Cross-functional collaboration

AI-assisted tools

Education

Bachelor's degree or equivalent

Tools

Windows

Linux

Relational databases

APIs & integrations

Scripting

Job description

Outcomes® is seeking a Technical Support Engineer II to own complex customer investigations across pharmacy platforms, integrated workflows, software, and hardware. You will troubleshoot across Windows, Linux, and peripheral environments, producing complete findings for efficient resolution.

You may participate in priority-incident leadership, on-call coverage, and development of support automation, collaborating with incident management, product engineering, and IT teams.