Technical Support Specialist

Support

Technical Support Specialist

Job Category: Customer Support
Requisition Number: TECHN018894

• Meets with customers/technical representatives to uncover their goals, challenges, and processes that directly tie into higher-level troubleshooting of inquiries.
• Identifies and makes recommendations to customers on best practices for customer side technology that can improve efficiency, reduce costs, or mitigate pain points.
• Analyze customer architecture as part of the higher-level assessment to get to the source of complex issues.
• Acts as a Liaison for customers to convey hardships of escalated inquiries and works with product and development to get to the source of these inquiries to collectively and strategically move forward in the most meaningful direction.
• Acts as the SME for Customer Support on IT infrastructure, performance, and security issues.
• Guides and Mentors analysts through in-depth complex troubleshooting.
• Able to understand the impact of third-party applications and hardware that create unique client-side issues (i.e. Antivirus, Security Appliances, Firewall, Active Directory Policies, Citrix style environments).
• Explain technical solutions in a clear and understandable way. (No Jargon, breaking things down to the technical level of your audience without offense.)
• Help guide team on latest security protocols by guidance of our IT team to ensure our team is prepared for potential security vulnerabilities.
• Documents complex material of past inquiries to help drive quicker solutions for the broader team in the future.
• Stay up to date on technical and security trends and relay that information to the broader team.
• In-depth understanding of data mapping throughout the data journey of our products to ensure no gap in service analysis occurs.
• Supports developers/engineers, and product management with design recommendations based on escalated events / inquiries / trends in requested support.
• Through escalations ensure all components—software, hardware, and cloud services—work together.
• Database Performance Analysis: Collaborate with DBAs to diagnose query plans, indexes, memory pressure, and SQL caching issues impacting application performance.
• SQL Troubleshooting: Use scripts to identify blocking scenarios, assess SQL job impacts, and interpret stored procedures during system issues.

• Education: Bachelor’s degree Information Technology and/or equivalent education as well as experience in computer, software, or a related field.
• Experience: Minimum of 2 years in technical customer support or a related field.
• Web Technologies: Proficiency in web application troubleshooting, including knowledge of IIS, SQL databases, and security practices. Experience with API management tools (e.g., Postman). Proficiency in RESTful APIs, JSON, and XML.
• Networking: Understanding of networking concepts (SMTP, TCP/IP, DNS, firewalls).
• Certifications: CompTIA A+ and CompTIA Network+ certifications preferred. Familiarity with X509 certificates is a plus.
• Customer-Centric Approach: Strong commitment to providing excellent customer service.
• Problem-Solving: Ability to analyze complex issues, think critically, and find effective solutions.
• Communication: Excellent verbal and written communication skills.
• Hybrid Work Environment: Comfortable working both remotely and on-site.
• Experience with scripting languages (e.g., PowerShell) is a plus.

• Hybrid work policy with flexible hours
• Remote-Work Bank for additional flexibility
• Paid parking provided
• PTO day on your birthday
• Floating holidays

• Competitive salary
• 100% paid parental leave
• 401(k) with company match
• Comprehensive medical, dental, and vision coverage
• Life and disability insurance

• Continuous learning and development opportunities
• Cross-functional collaboration
• Clear career advancement paths
• Opportunities to expand technical expertise across infrastructure, security, database performance, and application support

• Innovators, Thought Leaders, Teachers: We invest in your growth and encourage knowledge sharing.
• Accountability and Ownership: Take initiative, own outcomes, celebrate wins.
• Customer-Centric: Direct connection to the pharmacies and patients we serve.
• Unyielding Integrity: Ethical decision-making in everything we do.
• One Team, Family Spirit: Collaborative environment where everyone's success matters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).

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