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Fortive Himalayas · Posted yesterday

Technical Support Engineer

Full time Remote

Technical Customer Support Technical Support Engineering Tier II Support Customer Support Engineer
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Indexed description

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

Originally posted on Himalayas

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