Technical Support Engineer - Pharmacy Automation

Tethered Talent; Port Washington (NY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Tethered Talent seeks a Technical Support Engineer to be the first line of contact for U.S.-based customers using our pharmacy automation systems. This hybrid role involves hands-on troubleshooting, guiding customers through remote resolution, and contributing to knowledge resources.

Based in Port Washington, NY, you will split time between the office (3 days/week) and remote work, while collaborating with a global technical team to deliver timely solutions and process improvements.

Qualifications

• At least three years of experience in technical support or related roles supporting hardware/software.
• Investigate, reproduce, review diagnostics, and work toward resolution.
• Knowledge of operating systems, software config, connectivity, and remote tools.
• Patience and ability to explain technical instructions to nontechnical users.
• Excellent verbal and written English communication and accurate case documentation.
• Ability to manage multiple issues, work independently, and collaborate with a global team.
• Comfort in a growing business, ownership mindset, and process improvements.
• Ability to work from Port Washington office three days per week.

Responsibilities

• Provide first-line technical support by phone and remote tools, meeting SLA and prioritizing issues.
• Use structured questions to understand symptoms, changes, workflows, and environment.
• Reproduce issues using office test systems; analyze data/logs to isolate causes.
• Guide customers through troubleshooting steps and verify restoration of functionality.
• Escalate to Tier II or coordinate onsite support; provide diagnostic findings.
• Perform approved software upgrades and system configuration activities.
• Coordinate product returns via RMA when required.
• Deliver training and create knowledge-based materials.
• Identify recurring issues and contribute to service/product improvements.
• Improve processes and support materials during lower volume periods.
• Follow service docs, complaint handling, safety, and data-security procedures.

Skills

Technical support

Software troubleshooting

Systems implementation

Remote troubleshooting

English communication

Documentation

Education

Engineering background or related hands-on experience

Tools

Jira

Zoho

Salesforce

Job description

We are seeking a Technical Support Engineer to serve as the first point of contact for U.S.-based customers using our pharmacy automation systems within our professional delivery team. This hands-on, customer-facing role focuses primarily on software and system troubleshooting: understanding reported issues, reproducing customer environments, identifying causes, and guiding customers through remote resolution.

The position combines work in our Port Washington office with work from home, with an expected 3 days per week in the office. Access to office-based test systems enables hands-on issue replication and collaboration. As part of a growing U.S. operation, this individual will also help build support resources, improve processes, and contribute to projects beyond day-to-day customer support.

Key Responsibilities

• Provide first-line technical support by phone and approved remote-access tools, meeting service-level commitments and prioritizing issues based on customer impact and urgency.
• Use active listening and structured diagnostic questions to understand symptoms, recent
• changes, customer workflows, and the environment in which an issue occurs.
• Reproduce and simulate reported issues using office-based test systems; collect and analyze system data and logs to isolate software, configuration, connectivity, or hardware causes.
• Guide customers with varying technical knowledge through approved troubleshooting steps, explain instructions clearly, and verify that functionality has been restored.
• Maintain ownership of customer cases through resolution, including accurate ticket documentation, timely follow-up, and clear communication of progress and next steps.
• Escalate issues beyond first-line support to Tier II technical support in Israel or coordinate onsite service as appropriate; provide complete diagnostic findings and remain engaged in customer follow-up.
• Perform approved software upgrades and support system configuration and implementation activities within the role’s training and authorization.
• Coordinate product returns through the return merchandise authorization (RMA) process when required.
• Deliver customer training and develop knowledge-based articles, troubleshooting procedures, and how-to guides.
• Identify recurring issues, share findings with technical and product teams, and contribute to service and product improvements.
• Take initiative during periods of lower support volume to improve processes, develop support materials, and contribute to cross-functional projects as the business grows.
• Follow applicable service documentation, complaint-handling, customer-site safety, and data-security procedures.

Required Qualifications

• At least three years of experience in technical support, software troubleshooting, systems implementation, or a related role supporting technology products that combine hardware and software.
• Demonstrated ability to investigate software and system issues, reproduce reported problems, review diagnostic information, and work methodically toward resolution.
• Working knowledge of operating systems, software configuration, connectivity, and remote troubleshooting tools, with the ability to learn product-specific systems.
• patience, and the ability to communicate technical instructions clearly to nontechnical users.
• Excellent verbal and written English communication skills, strong attention to detail, and accurate case documentation.
• Ability to manage multiple customer issues, exercise sound judgment, work independently, and collaborate with a global technical team.
• Comfort working in a growing business, taking ownership, and contributing to projects and process improvements beyond routine support.
• Ability to work from the Port Washington office three days per week and meet the coverage and travel expectations described below.

Preferred Qualifications

• Experience supporting automation technology, medical devices, robotics, diagnostic equipment, or other complex technology systems.
• A degree in software engineering, computer science, information technology, electronics, mechanical engineering, or a related discipline. Equivalent hands-on technical experience is also valued; an engineering degree is not required.
• Experience with support and ticketing platforms such as Jira, Zoho, or Salesforce.
• Experience with networking diagnostics, databases, scripting, or software testing relevant to troubleshooting connected systems.
• Familiarity with AI tools for approved support-process automation, documentation, or workflow improvement.

Work Schedule and Customer Coverage

• Provide support to U.S.-based customers, with initial business activity concentrated on the East Coast.
• Occasional adjustments to working hours, including support outside normal local business hours, will be needed to accommodate customer time zones and service needs.
• As the business expands into the West Coast and other U.S. regions, customer coverage will extend across additional time zones.

Training and Travel

• Initial onboarding includes approximately two weeks of training in Israel, with additional training in New York as needed.
• Ongoing travel is expected approximately once per quarter internationally and may include domestic customer visits monthly.
• Travel may occasionally increase to approximately once per month based on customer needs, training or project requirements.