Full-Time Technical Support Engineer, Senior

Part of our Customer Support and Service organization critical to ensuring the overall success and satisfaction of customers. Duties include:

• Analyze, verify, and resolve computer engineering and system integration issues for enterprise customers by testing, maintaining, and monitoring TraceLink’s proprietary software systems.
• Identify the causes of networking problems, using standard diagnostic testing software, equipment and procedures.
• Utilize web applications, UNIX, and scripting languages to troubleshoot and resolve customer issues.
• Test repaired items to ensure proper operation.
• Read, parse and manipulate various technical formats including XML, EDI, IDoc and CSV.
• Log product enhancements and defects into the TraceLink tracking systems like Jira, Salesforce and Wiki.
• Provide subject matter expertise on Tracelink’s data interfaces.
• 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.
• Create and/or revise user instructions and manuals.
• Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.

Position Requirements:

• Bachelor’s degree in Computer Science, Electrical Engineering, Electronic Engineering or a related field, and five (5) years of experience in technical support and troubleshooting role.
• 5 years of experience supporting proprietary enterprise level software applications.
• 5 years of experience utilizing UNIX with a focus on scripting and parsing of data sets.
• 5 years of experience reading, parsing and manipulating various technical formats including XML, IDoc, CSV, and EDI.
• 5 years of experience with Java APIs and B2B technologies including AS2, SFTP, and Web Services.
• 5 years of experience with Unix shell scripting and Perl scripting.
• 5 years of experience supporting the pharmaceutical industry.
• 5 years of experience with AWS resources including databases and cloud storage.

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