Technical Support Engineer

Fortive • Franklin, TN

3d • Onsite

About The Position

A Technical Support Engineer is responsible for troubleshooting and closing tier II support tickets. This position will exceed through technical troubleshooting, system maintenance & implementation, documentation & knowledge management, and customer engagement. The Technical Support Engineer influences internal and external customers from pre implementation through products end of life. The Technical Support Engineer will work cross-functionally with Tier I, DevOps, Developers, and Service teams to enhance the impact of our products by supporting customer base.

Requirements

• One to three years of customer support, SaaS preferred
• Proficient in the use of Microsoft Office products
• Excellent presentation, writing, organizational, analytical, and problem-solving skills

Nice To Haves

• Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred

Responsibilities

• System Maintenance and Implementation: CensiTrac, LoanerLink, and Censis AI2: This includes file transfers, database backups/restoration, and validation tasks. Interface agents: communication with washers, sterilizers, incubators. Single sign-on: SAML 2.0, Windows Authentication, and AD/LDAP. Surgical schedule integrations: including flat file and HL7 formats. Perform upgrades, software conversions, server updates, and package installations.
• Customer Engagement and Project Management: Present technical requirements for fitting Censis software into unique IT environments. Communicate effectively with external customers and provide pre-implementation support. Reply promptly to customer inquiries and work on conference calls with customers. Act as a liaison to project managers and provide technical advisement for projects.
• Technical Problem-Solving: Utilize advanced analytical and troubleshooting skills for technical problem-solving. Review and translate SQL database information, application error logs, and other diagnostic data. Analyze service interruptions, perform root cause analysis, and implement solutions.
• Documentation and Knowledge Management: Maintain team documentation for consistent operations and knowledge sharing.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed