Sr. Technical Support Specialist

Becton Dickinson Medical Devices • Durham, NC

8d • Onsite

About The Position

The Senior Technical Support Specialist delivers advanced-level technical phone support and complex problem resolution for pharmacy automation solutions. They maintain and enhance the internal knowledge base, consistently serving as a trusted resource and recognized subject matter expert across the organization. In this role, they provide high‑level technical guidance to cross‑functional teams including Field Service, Implementation, Customer Success, and Account Management. They represent the organization in technical discussions with customers, supporting both pre‑sales and post-sales engagements to ensure strong technical alignment and customer satisfaction. The Senior Technical Support Specialist also plays a critical role in onboarding new team members and coaching existing staff. By modeling best practices and fostering a culture of knowledge sharing, they help elevate the overall capability and professionalism of the support organization. The Sr. Technical Support Specialist provides advanced technical assistance and support to internal and external customers for pharmacy automations products and services. This role involves troubleshooting complex issues, implementing solutions, and contributing to the overall improvement of support processes.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Proven expertise in troubleshooting complex hardware, software, and network issues.
• Strong understanding of operating systems (Windows, Linux), databases (SQL), and networking protocols (TCP/IP).
• Experience with remote support tools and ticketing systems (e.g., Salesforce, Bomgar, Pulse, Securelink, RSS).
• Exceptional written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
• Demonstrated ability to work independently and as part of a team in a fast-paced, high-pressure environment.
• Strong customer service orientation with a commitment to delivering high-quality support.
• Minimum of 5 years of progressive experience in technical support, preferably in a healthcare technology or medical device environment.

Nice To Haves

• Relevant certifications (e.g., CompTIA A+, Network+, MCSE, ITIL Foundation) are a plus.
• Ability to prioritize and manage multiple tasks simultaneously.
• Excellent analytical, problem-solving, and critical thinking skills.

Responsibilities

• Provide expert-level technical support for pharmacy automation hardware, software, and integrated solutions through multiple channels including phone, email, and remote access tools, ensuring pharmacies maintain operational efficiency with minimal downtime.
• Diagnose and resolve complex technical issues through in-depth analysis and troubleshooting, often collaborating with engineering and product development teams to address challenging problems that require specialized knowledge of pharmacy automation systems.
• Lead critical issue resolution by investigating urgent customer problems, coordinating cross-functional responses, and maintaining clear communication throughout the resolution process to minimize impact on pharmacy operations.
• Document all support interactions comprehensively in the ticketing system, including detailed troubleshooting steps, technical analyses, and resolution methods to build an institutional knowledge base that improves future support efficiency.
• Contribute to product improvement by conducting root cause analysis of recurring issues, developing knowledge base articles for common problems, and collaborating with product teams to recommend enhancements based on real-world customer experiences.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees