Technical Support Specialist L2
Skills
DevopsAudiBiotechnologyDatabasesHTMLHealthcareMedical Devices
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Minimum 5 years of related experience with a Bachelor’s degree or equivalent work experience
- Proficiency with Microsoft Office Suite
- Experience with case management tools such as Salesforce ServiceNow or ZenDesk
- Proficiency with developer tools Postman and SQL queries required
- Experience with programming languages such as C++ Python HTML or CSS is a plus
- Strong problem-solving skills in mission critical SaaS environments
- Excellent verbal and written communication and presentation skills
- Experience with Azure DevOps or similar tools such as Jira
- Detail oriented with the ability to multitask and manage time effectively
- Healthcare IT medical information systems or EHR experience is a plus
- Empathy and passion for excellent customer experiences
- Ability to work independently and transfer knowledge to others
- Experience working across global teams or in a remote environment is a plus
Day to day
- Provide advanced technical support as a secondary escalation point for complex customer issues across web applications APIs and database-driven systems
- Diagnose root causes communicate findings clearly and own resolutions through to completion while coordinating with Support Engineering and Customer teams
- Mentor junior support specialists improve troubleshooting processes and help create documentation trainings and best practices
- Manage multiple cases and communication channels simultaneously while delivering timely accurate solutions in a fast-paced remote environment