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 AI 2 : 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
Originally posted on Himalayas