Technical Support Engineer II

Company overview:

TraceLink is the world’s largest Agentic Business Network, enabling life sciences and healthcare companies to build and manage a scalable digital workforce of governed, no-code AI agents that execute and coordinate mission-critical supply chain operations alongside human teams. Powered by the Integrate-Once™ OPUS platform, TraceLink links more than 300,000 network participants, enabling multi-enterprise processes at global scale.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 5 global offices, over 800 employees and more than 1700 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

Responsibilities

Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner.

Perform analysis and problem resolution activities.

Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.

Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.

Create and review Knowledge Articles for both internal and external (customer) use.

Participate in knowledge sharing and training as required.

Participate in on-call rotations to support off-hour customer issues as well as software deployment activities.

Qualifications

3-5 Years of experience in a technical support and troubleshooting role.

Customer-first communication and attitude.

Excellent English and Italian verbal and written communication skills.

Strong analytical skills and attention to detail.

BS in Computer Science or similar information technology degree.

Knowledge of UNIX, with a focus on scripting and parsing of data sets.

Experience in working with Java APIs.

Ability to read, parse and manipulate various technical formats including XML, EDI and CSV.

Working knowledge of B2B technologies including AS2, SFTP, and Web Services.

Experience with Supply chain software and knowledge of pharmaceutical industry preferred.

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