Technical Support Engineer II

TraceLink, Inc • Wilmington, MA

1d • €34,870 - €45,988

About The Position

TraceLink is hiring a Technical Support Engineer II to provide technical support and troubleshooting for its life sciences and healthcare platform. The role involves working directly with customers and internal teams to understand, document, analyze, troubleshoot, and resolve customer-reported issues in a timely manner. The engineer will help improve support procedures and tools, create and review knowledge articles, and collaborate with Product Management, Engineering, and Quality Assurance to resolve issues. The role also participates in on-call rotations for off-hour customer issues and software deployment activities.

Requirements

• 3–5 years of experience in a technical support and troubleshooting role.
• Customer-first communication and attitude.
• Strong analytical skills and attention to detail.
• BS in Computer Science or a similar information technology degree.
• Knowledge of UNIX, with a focus on scripting and parsing data sets.
• Experience working with Java APIs.
• Ability to read, parse, and manipulate technical formats including XML, EDI, and CSV.
• Working knowledge of B2B technologies including AS2, SFTP, and Web Services.

Nice To Haves

• Experience with supply chain software.
• Knowledge of the pharmaceutical industry.

Responsibilities

• Interact directly with customers and TraceLink departments to understand, document, troubleshoot, and resolve customer issues in a timely manner.
• Perform analysis and problem-resolution activities.
• Contribute to developing standard procedures and tools for frequently used troubleshooting techniques.
• Partner with Product Management, Engineering, and Quality Assurance to resolve customer-reported issues promptly.
• Create and review knowledge articles for internal and customer use.
• Participate in knowledge sharing and training as required.
• Participate in on-call rotations for off-hour customer issues and software deployment activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level