Technical Support Specialist

Softwriters•Pittsburgh, PA

9d•Hybrid

About The Position

SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately. As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care. We're seeking a Technical Support Specialist to join our growing team and help shape the future of healthcare technology. SoftWriters is on a Mission to Save Lives! As a pioneer and market leader in long-term care pharmacy technology, we are proud to develop complex software and services that help pharmacies to deliver superior patient care to the most fragile population in the U.S. We are passionate about building the best company, achieving the #1 Top Workplace designation in Pittsburgh. We value quality, cultivating diverse teams, delivering successes and results, collaboration, innovation, thought leadership, integrity, teamwork, and growth. The Technical Support Specialist is a dynamic problem solver responsible for providing expert technical product support to clients and IT Partners. This role focuses heavily on helping customers troubleshoot, configure, deploy, and upgrade the SoftWriters suite of products.

Requirements

Bachelor’s degree Information Technology and/or equivalent education as well as experience in computer, software, or a related field.
Minimum of 2 years in technical customer support or a related field.
Proficiency in web application troubleshooting, including knowledge of IIS, SQL databases, and security practices.
Experience with API management tools (e.g., Postman).
Proficiency in RESTful APIs, JSON, and XML.
Understanding of networking concepts (SMTP, TCP/IP, DNS, firewalls).
CompTIA A+ and CompTIA Network+ certifications preferred.
Familiarity with X509 certificates is a plus.
Strong commitment to providing excellent customer service.
Ability to analyze complex issues, think critically, and find effective solutions.
Excellent verbal and written communication skills.
Comfortable working both remotely and on-site.
Experience with scripting languages (e.g., PowerShell) is a plus.

Nice To Haves

Familiarity with X509 certificates is a plus.
Experience with scripting languages (e.g., PowerShell) is a plus.

Responsibilities

Meets with customers/technical representatives to uncover their goals, challenges, and processes that directly tie into higher-level troubleshooting of inquiries.
Identifies and makes recommendations to customers on best practices for customer side technology that can improve efficiency, reduce costs, or mitigate pain points.
Analyze customer architecture as part of the higher-level assessment to get to the source of complex issues.
Acts as a Liaison for customers to convey hardships of escalated inquiries and works with product and development to get to the source of these inquiries to collectively and strategically move forward in the most meaningful direction.
Acts as the SME for Customer Support on IT infrastructure, performance, and security issues.
Guides and Mentors analysts through in-depth complex troubleshooting.
Able to understand the impact of third-party applications and hardware that create unique client-side issues (i.e. Antivirus, Security Appliances, Firewall, Active Directory Policies, Citrix style environments).
Explain technical solutions in a clear and understandable way. (No Jargon, breaking things down to the technical level of your audience without offense.)
Help guide team on latest security protocols by guidance of our IT team to ensure our team is prepared for potential security vulnerabilities.
Documents complex material of past inquiries to help drive quicker solutions for the broader team in the future.
Stay up to date on technical and security trends and relay that information to the broader team.
In-depth understanding of data mapping throughout the data journey of our products to ensure no gap in service analysis occurs.
Supports developers/engineers, and product management with design recommendations based on escalated events / inquiries / trends in requested support.
Through escalations ensure all components—software, hardware, and cloud services—work together.
Database Performance Analysis: Collaborate with DBAs to diagnose query plans, indexes, memory pressure, and SQL caching issues impacting application performance.
SQL Troubleshooting: Use scripts to identify blocking scenarios, assess SQL job impacts, and interpret stored procedures during system issues.