Technical Support Specialist

SoftWriters, Inc.; Pittsburgh (Allegheny County); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid work policy

Paid parking

PTO birthday

401(k) with company match

Medical/dental/vision coverage

Parental leave

Job summary

SoftWriters, Inc. is hiring a Technical Support Specialist in Pittsburgh.

You will provide expert technical product support to clients and IT partners, focusing on troubleshooting, deployment, configuration, and upgrades across the SoftWriters suite of products. You will work in a hybrid environment with a strong emphasis on security, data mapping, and cross-functional collaboration with product, development, and DBAs.

Qualifications

• Bachelor's degree in Information Technology or related field.
• Minimum 2 years in technical customer support or related field.
• Web technologies: IIS, SQL databases, security practices; RESTful APIs, JSON, XML; API tools like Postman.
• Networking concepts: SMTP, TCP/IP, DNS, firewalls.
• Certs: CompTIA A+ and CompTIA Network+ preferred; X509 knowledge a plus.
• Strong customer-centric approach and problem-solving skills.
• Excellent verbal and written communication; ability to explain complex tech clearly.
• Hybrid work environment: remote and on-site in Pittsburgh.
• Scripting experience with PowerShell a plus.

Responsibilities

• Meet with customers to uncover goals and troubleshoot issues.
• Advise customers on best practices to improve efficiency and reduce costs.
• Analyze customer architecture to identify root causes of issues.
• Coordinate with product/development to resolve escalations.
• Act as SME for IT infrastructure, performance, and security.
• Mentor analysts in advanced troubleshooting techniques.
• Explain technical solutions clearly without jargon.
• Stay updated on security trends and relay to the team.
• Collaborate with DBAs on database performance and SQL issues.

Skills

Customer service

Problem solving

Communication

Hybrid work

Security awareness

Education

Bachelor's degree IT

Tools

Postman

PowerShell

IIS

SQL databases

Job description

Job Category: Customer Support
Requisition Number:TECHN018894

Technical Support Specialist - SoftWriters

More than a technology company.

Empower LTC Pharmacies. Save Lives. Build the Future of Healthcare Technology.

About SoftWriters

SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately. As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care.

The Opportunity

We're seeking a Technical Support Specialist to join our growing team and help shape the future of healthcare technology.

SoftWriters is on a Mission to Save Lives! As a pioneer and market leader in long-term care pharmacy technology, we are proud to develop complex software and services that help pharmacies to deliver superior patient care to the most fragile population in the U.S. We are passionate about building the best company, achieving the #1 Top Workplace designation in Pittsburgh. We value quality, cultivating diverse teams, delivering successes and results, collaboration, innovation, thought leadership, integrity, teamwork, and growth.

The Technical Support Specialist is a dynamic problem solver responsible for providing expert technical product support to clients and IT Partners. This role focuses heavily on helping customers troubleshoot, configure, deploy, and upgrade the SoftWriters suite of products.

Location:Hybrid - Pittsburgh, PA

Reports To:Manager, Application Support

What You'll Do

• Meets with customers/technical representatives to uncover their goals, challenges, and processes that directly tie into higher-level troubleshooting of inquiries.
• Identifies and makes recommendations to customers on best practices for customer side technology that can improve efficiency, reduce costs, or mitigate pain points.
• Analyze customer architecture as part of the higher-level assessment to get to the source of complex issues.
• Acts as a Liaison for customers to convey hardships of escalated inquiries and works with product and development to get to the source of these inquiries to collectively and strategically move forward in the most meaningful direction.
• Acts as the SME for Customer Support on IT infrastructure, performance, and security issues.
• Guides and Mentors analysts through in-depth complex troubleshooting.
• Able to understand the impact of third-party applications and hardware that create unique client-side issues (i.e. Antivirus, Security Appliances, Firewall, Active Directory Policies, Citrix style environments).
• Explain technical solutions in a clear and understandable way. (No Jargon, breaking things down to the technical level of your audience without offense.)
• Help guide team on latest security protocols by guidance of our IT team to ensure our team is prepared for potential security vulnerabilities.
• Documents complex material of past inquiries to help drive quicker solutions for the broader team in the future.
• Stay up to date on technical and security trends and relay that information to the broader team.
• In-depth understanding of data mapping throughout the data journey of our products to ensure no gap in service analysis occurs.
• Supports developers/engineers, and product management with design recommendations based on escalated events / inquiries / trends in requested support.
• Through escalations ensure all components—software, hardware, and cloud services—work together.
• Database Performance Analysis: Collaborate with DBAs to diagnose query plans, indexes, memory pressure, and SQL caching issues impacting application performance.
• SQL Troubleshooting: Use scripts to identify blocking scenarios, assess SQL job impacts, and interpret stored procedures during system issues.

What We're Looking For

Required:

• Education: Bachelor's degree Information Technology and/or equivalent education as well as experience in computer, software, or a related field.
• Experience: Minimum of 2 years in technical customer support or a related field.
• Web Technologies: Proficiency in web application troubleshooting, including knowledge of IIS, SQL databases, and security practices. Experience with API management tools (e.g., Postman). Proficiency in RESTful APIs, JSON, and XML.
• Networking: Understanding of networking concepts (SMTP, TCP/IP, DNS, firewalls).
• Certifications: CompTIA A+ and CompTIA Network+ certifications preferred. Familiarity with X509 certificates is a plus.
• Customer-Centric Approach: Strong commitment to providing excellent customer service.
• Problem-Solving: Ability to analyze complex issues, think critically, and find effective solutions.
• Communication: Excellent verbal and written communication skills.
• Hybrid Work Environment: Comfortable working both remotely and on-site.
• Experience with scripting languages (e.g., PowerShell) is a plus.

Why You'll Love Working Here

Meaningful Work:Your expertise directly supports pharmacies serving some of the most vulnerable patient populations in the United States.

Modern Work Environment:Brand new, high-tech office with stunning Pittsburgh city views, located directly on the North Shore waterfront.

Recognized Top Workplace:Consistently voted one of the best places to work in Pittsburgh.

Work-Life Balance:

• Hybrid work policy with flexible hours
• Remote-Work Bank for additional flexibility
• Paid parking provided
• PTO day on your birthday
• Floating holidays
• 100% paid parental leave
• 401(k) with company match
• Comprehensive medical, dental, and vision coverage
• Life and disability insurance

Growth-Focused Culture:

• Continuous learning and development opportunities
• Cross-functional collaboration
• Clear career advancement paths
• Opportunities to expand technical expertise across infrastructure, security, database performance, and application support

Our Values in Action

• Innovators, Thought Leaders, Teachers:We invest in your growth and encourage knowledge sharing.
• Accountability and Ownership:Take initiative, own outcomes, celebrate wins.
• Customer-Centric:Direct connection to the pharmacies and patients we serve.
• Unyielding Integrity:Ethical decision-making in everything we do.
• One Team, Family Spirit:Collaborative environment where everyone's success matters.

Note:This position does not sponsor work visas and requires the ability to work hybrid from our Pittsburgh office. Relocation assistance is not provided.

SoftWriters, Inc. is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals withDisabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).

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