Technical Support Engineer II

Company overview:

TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

Position Overview

As part of our Support and Service organization, the Support Engineer is critical to help assure the overall success and satisfaction of customers in implementing and utilizing solutions in the TraceLink Life Sciences Cloud. This role requires a combination of problem solving, technical and interpersonal skills to be successful. The target candidate will have experience working with web applications, UNIX, and scripting languages, as well as troubleshooting and solving customer issues.

Responsibilities

• Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner.
• Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.
• Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.

Skills and Qualifications

• Experience supporting proprietary enterprise level software applications
• Customer-friendly communication and attitude
• Excellent verbal and written communication skills
• Strong analytical skills and attention to detail
• Demonstrate a strong ability to utilize UNIX command line interface with a focus of parsing data sets
• BS in Computer Science or similar information technology degree
• 2-5 years working experience in a technical support and troubleshooting role
• Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
• Working knowledge of B2B technologies including AS2, SFTP and Web Services
• Background writing in a scripting language a plus
• Experience with supply chain software and knowledge of pharmaceutical industry preferred
• Should be available to work daytime, evening, and/or overnight shifts to accommodate Americas, EMEA, and India/APAC time zones.
• As part of team rotation, will work late shift, Monday to Friday from 11 AM ET to 8 PM ET.
• As part of team rotation, will be on call Monday to Sunday from 8 AM ET to 11 PM ET