A Technical Support Engineer is responsible for troubleshooting and closing tier II support tickets. This position will exceed through technical troubleshooting, system maintenance & implementation, documentation & knowledge management, and customer engagement. The Technical Support Engineer influences internal and external customers from pre implementation through products end of life.
The Technical Support Engineer will work cross-functionally with Tier I, DevOps, Developers, and Service teams to enhance the impact of our products by supporting customer base.
Responsibilities: System Maintenance and Implementation - CensiTrac, LoanerLink, and Censis AI2: This includes file transfers, database backups/restoration, and validation tasks.
- Interface agents: communication with washers, sterilizers, incubators
- Single sign-on: SAML 2.0, Windows Authentication, and AD/LDAP
- Surgical schedule integrations: including flat file and HL7 formats
- Perform upgrades, software conversions, server updates, and package installations.
Customer Engagement and Project Management - Present technical requirements for fitting Censis software into unique IT environments.
- Communicate effectively with external customers and provide pre-implementation support.
- Reply promptly to customer inquiries and work on conference calls with customers.
- Act as a liaison to project managers and provide technical advisement for projects.
Technical Problem-Solving - Utilize advanced analytical and troubleshooting skills for technical problem-solving.
- Review and translate SQL database information, application error logs, and other diagnostic data.
- Analyze service interruptions, perform root cause analysis, and implement solutions.
Documentation and Knowledge Management: - Maintain team documentation for consistent operations and knowledge sharing.
Qualifications: - One to three years of customer support, SaaS preferred
- Proficient in the use of Microsoft Office products
- Excellent presentation, writing, organizational, analytical, and problem-solving skills
- Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred
* Travel up to 1-2 times per year
Bonus or EquityThis position is also eligible for bonus as part of the total compensation package.
Pay RangeThe salary range for this position (in local currency) is 56,900.00 - 105,700.00
