Customer Technical Support Specialist III (Western US)

STERIS•Phoenix, AZ

3d•$75,000 - $96,000•Remote

About The Position

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. Position Summary The Customer Technical Support Specialist Tier 3 provides expert technical support for STERIS Sterile Processing and Connectivity software products. This position provides overflow front-line user support for the software, but primarily is focused on delivering specialized support for issues requiring additional expertise and experience. Expert analytical and problem-solving skills and a thorough understanding of STERIS software are required to independently troubleshoot problems related to software, including internal software issues and external factors which may require discovery and research. Such work requires expert-level examination and analyzing of application, operating system, and network logs, diagnostics and metrics, as well as reading and analyzing source code and databases to identify issues. The Tier 3 Specialist is expected to provide backup support to the Tier 1 and Tier 2 Specialists for the most complex and high-profile issues. The Tier 3 Specialist also provides advanced implementation support and remote installation and upgrading of STERIS software, and is expected to be fluent in all software products and interfaces, with ability to manage the projects without assistance, and support Tier 1 and Tier 2 when needed. The Tier 3 Specialist may have a team of 3-6 Tier 1 and Tier 2 Specialists that they are responsible for coordinating as tasks and projects arise. Additional responsibilities include handling Customer requests such as coding scripts to perform complex data updates, loads and requests; coding and delivering complex custom queries and reports, creating software applications to improve and/or automate technical tasks; assisting software development staff in testing new versions of the software; and providing in-depth analysis of issues and error reports for development staff. This candidate is ideally willing to work PST zone hours/schedule.

Requirements

BS in computer science or closely related field.
3-9 years of experience working in technical support of computers, network, applications, etc
2+ years of experience in a Tier 2 level support role for a software or hardware company
Experience in programming in MS Access, Java, Visual Basic, C# or similar language
Hands-on working experience in MS SQL Server
Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required.
The ability to diagnose hardware repairs on computers and equipment.
Must possess good interpersonal and communication skills to effectively communicate with customers via phone and email
Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
Must demonstrate attention to detail and responsibility in performing tasks
Demonstrated knowledge of broad range of STERIS software solutions
Ability to communicate well in high-pressure situations
Ability to independently research and investigate problems in highly complex and variable environments
Ability to manage Customer expectations by setting reasonable expectations and owning delivery of the solutions and outcomes
Ability to administer projects and team resources to accomplish work tasks
Physical location that is able to access high-speed internet

Responsibilities

Support for Direct front-line Technical Support of Customers
Provides primarily second-line telephone and/or desktop/server support via remote connection to customer servers
Supports Tier 1 and Tier 2 Specialists on complex, high-profile or escalated issues
Participates in 24/7 technical support coverage on rotational basis
Designs complex custom reports/queries using proprietary software and MS SQL Server
Performs complex bulk data updates, manipulations, and investigations as needed for Customers
Assists Tier 1 and Tier 2 Specialists with complex data needs.
Analyzes log files and application and system diagnostics and metrics to identify advanced problems or issues.
Collaborates with Customer IT staff to troubleshoot complex issues.
Investigates source code, configuration, databases and environments to resolve the most complex issues, escalating to developers as needed
Documents activity, issues and resolutions for Customer support issues
Provides expert technical expertise for implementation and upgrade calls with Customers
Assists and advises Tier 1 and Tier 2 on complex Customer situations and requirements
Loads data into Customer servers and assists Tier 1 and Tier 2 Specialists on complex data issues
Performs all setup, installation, and configuration tasks for STERIS software and interfaces independently and supports Tier 1 and Tier 2 Specialists as needed
Coordinates technical activities and tasks with Customer IT counterparts and assists Tier 1 and Tier 2 Specialists with topics requiring advanced expertise or experience.
Document activity and interactions with customer implementations and upgrades
Provides direction to team of Tier 1 and Tier 2 Specialists to distribute work and ensure tasks are completed in a timely manner
Owns delivery of project work and Customer support to meet agreed upon timelines and objectives
Assist in testing new proprietary software
Identifies areas of software, implementation, installation or maintenance requiring improved documentation
Writes, reviews and publishes documentation to support software