Technical Support Engineer II

We are looking for a Senior Support Engineer to provide Tier 1 and Tier 2 support to a breadth of customers that work with the Oncology Portals across external customers, physicians, patients and BioPharma partners.

Requirements

• Lead the day-to-day triaging and dispatching of support activities
• Work with external / internal customers to address Oncology Portal issues and see them through to resolution
• Establish, maintain, and report on support related KPIs to inform staffing, defect tracking, and software improvements
• Diagnose, address, and follow up on Portal application issues
• Drive process and automation improvements to optimize the support lifecycle
• Collaborate with business leaders to establish and maintain support SLAs
• Own a specific production problem and provide active coordination between various groups including internal and external vendor support groups to obtain a resolution
• Perform initial analysis and escalate as necessary to Tier 2 / Tier 3 to determine root cause
• Build and maintain How-To and Knowledge articles for end users and support team members
• Assist in onboarding of new Technical Support engineers to the support process
• Support auxiliary requests for data (such as audit requests for compliance)
• Participate in On-Call rotation to address after hours high priority issues

Benefits

• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance