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.

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. 

Qualifications:

• 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 

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

* Travel up to 1-2 times per year