Technical Support Engineer II - Escalation & Incident Lead

Outcomes®

Orlando (FL)

On-site

USD 75,000 - 110,000

Full time

3 days ago

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Job summary

Outcomes® is seeking a Technical Support Engineer II to join our Support Engineering team in Orlando. The role focuses on owning complex customer investigations across pharmacy platforms, workflows, software, data, hardware, and integrations, while applying established troubleshooting and escalation practices.

Projects may include priority-incident leadership, on-site support, mentoring, and development of support automation.

Qualifications

3+ years in technical support engineering, application/support, or equivalent.
Bachelor’s degree in a related technical discipline or equivalent practical experience.
Ability to own complex investigations, analyze logs, and drive resolution or escalation.
Knowledge across OS, databases, APIs/integrations, hardware, peripherals, networking is helpful.
Ability to communicate findings clearly to technical and non-technical audiences; produce concise escalation docs.

Responsibilities

Own complex investigations through resolution or closure.
Lead priority incidents as Technical Lead when assigned.
Collaborate with Product Engineering, Product Management, IT, vendors, and customers.
Read and understand code and system behavior; leverage AI-assisted tools for triage and solution development.
Create and maintain knowledge articles and guidance from investigations.
Provide on-site support when needed and drive continuous improvement in processes and tooling.
Ensure security, data-handling, and change-control practices are followed.