Technical Support Engineer (U.S. Remote Optional)

Job Locations US-MA-Wilmington | US-Remote
Posted Date 3 weeks ago(12/30/2021 11:00 AM)
Job ID
2021-2549
Organization
Professional Services / Technical Support

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Overview

As the leader in pharmaceutical track & trace serialization software, capturing approximately 60 to 70 percent of the global market – Tracelink continues to innovate and develop bold solutions to complex problems keeping medicines and medical products from the patients and hospitals who need them. In a global market rife with counterfeit drugs, shortages, recalls and distribution gridlocks Tracelink’s team has responded with creation of The Opus Digital Network Platform. The mission of Opus is to create an ecosystem of customers and partners to build digital networks through our multi-enterprise applications. Seamlessly linking companies, people, processes, and systems to create an effortlessly intelligent and agile supply chain - saving time, resources, and effort in an industry where lives depend on it. Our team of talented professionals continue to bring to life this next stage in TraceLink’s mission of creating a network for the greater good, are you ready join?

 

Technical Support Engineer

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.

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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.

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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
  • 3-5 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

 

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