Customer Technical Support Specialist III

Position Summary

The Customer Technical Support Specialist Tier 3 provides expert technical support for STERIS Sterile Processing and Connectivity software products. This position primarily provides specialized support for issues requiring additional expertise and experience. Expert analytical and problem-solving skills and a thorough understanding of STERIS software are required to independently troubleshoot problems related to software, including internal software issues and external factors which may require discovery and research. Such work requires expert-level examination and analyzing of application, operating system, and network logs, diagnostics and metrics, as well as reading and analyzing source code and databases to identify issues. The Tier 3 Specialist is expected to provide backup support to the Tier 1 and Tier 2 Specialists for the most complex and high-profile issues. The Tier 3 Specialist also provides advanced implementation support and remote installation and upgrading of STERIS software, and is expected to be fluent in all software products and interfaces, with ability to manage the projects without assistance, and support Tier 1 and Tier 2 when needed. The Tier 3 Specialist provides support to a team of Tier 1 and Tier 2 Specialists that they are responsible for coordinating as tasks and projects arise. Additional responsibilities include handling Customer requests such as coding scripts to perform complex data updates, loads and requests; coding and delivering complex custom queries and reports, creating software applications to improve and/or automate technical tasks; assisting software development staff in testing new versions of the software; and providing in-depth analysis of issues and error reports for development staff.

This candidate is ideally willing to work PST zone hours/schedule.

What You'll do as a Customer Technical Support Specialist III

• Implementation and upgrade support
  • Provides expert technical expertise for implementation and upgrade calls with Customers
  • Assists and advises Tier 1 and Tier 2 on complex Customer situations and requirements
  • Loads data into Customer servers and assists Tier 1 and Tier 2 Specialists on complex data issues
  • Performs all setup, installation, and configuration tasks for STERIS software and interfaces independently and supports Tier 1 and Tier 2 Specialists as needed
  • Coordinates technical activities and tasks with Customer IT counterparts and assists Tier 1 and Tier 2 Specialists with topics requiring advanced expertise or experience.
  • Document activity and interactions with customer implementations and upgrades
• Support for Direct front-line Technical Support of Customers
  • Supports Tier 1 and Tier 2 Specialists on complex, high-profile or escalated issues and complex data needs
  • Designs complex custom reports/queries using proprietary software and MS SQL Server
  • Performs complex bulk data updates, manipulations, and investigations as needed for Customers
  • Analyzes log files and application and system diagnostics and metrics to identify advanced problems or issues. Collaborates with Customer IT staff to troubleshoot complex issues.
  • Investigates source code, configuration, databases and environments to resolve the most complex issues, escalating to developers as needed
  • Documents activity, issues and resolutions for Customer support issues
• Team and Project Management
  • Provides direction to team of Tier 1 and Tier 2 Specialists to distribute work and ensure tasks are completed in a timely manner
  • Owns delivery of project work and Customer support to meet agreed upon timelines and objectives
• Testing and Documentation support
  • Assist in testing new proprietary software
  • Identifies areas of software, implementation, installation or maintenance requiring improved documentation
  • Writes, reviews and publishes documentation to support software

The Experience, Skills and Abilities Needed

• BS in computer science or closely related field.
• 3-9 years of experience working in technical support of computers, network, applications, etc
• 2+ years of experience in a Tier 2 level support role for a software or hardware company
• Experience in programming in MS Access, Java, Visual Basic, C# or similar language
• Experience in MS SQL Server
• Experience with the configuration of hardware and software required.
• The ability to diagnose hardware repairs on computers and equipment.
• Must possess good interpersonal and communication skills to effectively communicate with customers via phone and email
• Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
• Must demonstrate attention to detail and responsibility in performing tasks
• Ability to communicate well in high-pressure situations
• Ability to independently research and investigate problems in highly complex and variable environments
• Ability to manage Customer expectations by setting reasonable expectations and owning delivery of the solutions and outcomes
• Ability to administer projects and team resources to accomplish work tasks
• Physical location that is able to access high-speed internet
• Demonstrated knowledge of broad range of STERIS software solutions is preferred

What STERIS Offers

At STERIS, we invest in our employees and their families for the long term! STERIS wouldn’t be where it is today without our incredible people. We share our success together with you by rewarding you for your hard work and achievements.

Here is just a brief overview of what we offer:

• Competitive Pay
• Extensive Paid Time Off and (9) added Holidays.
• Excellent healthcare, dental, and vision benefits
• 401(k) with a company match
• Long/Short term disability coverage
• Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Continued training and educations programs
• Excellent opportunities for advancement in a stable long-term career
• #LI-KS1 #LI-Remote