JOB SUMMARY
The Technical Support Engineer II is an experienced individual contributor and technical escalation resource within Support Engineering. The role routinely owns complex customer investigations across pharmacy platforms, integrated workflows, software, data, operating systems, hardware and peripheral environments, integrations, and customer-specific configurations. The engineer independently applies established troubleshooting, change-control, security, and escalation practices; partners with Incident Management, Product Engineering, Product Management, IT, vendors, and customer-facing teams; and produces complete technical findings that enable efficient resolution. Depending on business need and assignment, the role may participate in priority-incident technical leadership, on-call coverage, cross-regional handoffs, customer-site support, mentoring, and development of support automation. Senior or Lead-level ownership of support strategy, organizational standards, or broad technical direction is outside the routine scope of this position.
ESSENTIAL DUTIES & RESPONSIBILITIES
Core Responsibility: Advanced Technical Escalation & Resolution
Own complex, high-impact, or unresolved customer investigations through resolution, approved handoff, or closure. Troubleshoot Rx30, Computer-Rx, point-of-sale and integrated workflows, Windows and Linux environments, hardware, peripherals, workstations, software, data, and basic network or connectivity contributors. Reproduce behavior, review evidence, analyze logs and system data, isolate likely causes, document findings, validate results, and escalate high-risk or unusual matters appropriately. Production changes, configuration changes, data remediation, scripts, and deployments must follow established review, testing, approval, audit, and change-control requirements. Security-sensitive, broadly customer-impacting, or high-risk actions require approval from the designated technical, security, or business owner before execution.
Assignment-Based Responsibility: Priority Incident Technical Support
When assigned, serve as the Technical Lead for support-owned priority incidents. The Technical Lead owns technical triage, containment and mitigation recommendations, recovery execution, and recovery validation. The Incident Manager owns incident coordination, stakeholder cadence, communications, timeline management, and overall process facilitation. The Technical Lead provides structured technical updates, identifies technical risks and decision points, and contributes findings, Problem Management inputs, and corrective actions to post-incident reviews. Technical actions remain subject to role authority and required production, security, and customer-impact approvals.
Core Responsibility: Defect Analysis, Escalation Quality & Collaboration
Determine whether issues represent software defects, data conditions, configuration problems, environmental factors, integration failures, training opportunities, or expected behavior. Partner with Product Engineering, Product Management, IT, vendors, and customer-facing teams to reproduce defects, validate findings, clarify ownership, and drive resolution. Provide a complete escalation package containing customer and business impact, supporting evidence, troubleshooting completed, reproduction information, relevant environment details, a working hypothesis, and the specific action or decision requested. Escalations are expected to contain sufficient, accurate information for the receiving team to begin work without avoidable rework or repeated discovery.
Assignment-Based Responsibility: Cross-Regional Case Progression
When requested or when meaningful progress can continue outside the originating region's working hours, maintain case continuity primarily through structured handoffs. Handoffs must identify current status, customer impact, evidence and troubleshooting completed, working hypothesis, owners, blockers, requested action, and next steps. Cross-regional support does not imply continuous individual availability outside the employee's assigned schedule.
Core and Assignment-Based Responsibility: Software, Data, Testing & Technical Solutions
As a core responsibility, read existing application code and system behavior, use relational database concepts, and develop appropriately scoped investigation or remediation approaches. Effectively leverage approved AI-assisted tools to support technical triage, code and system exploration, troubleshooting, solution development, documentation, and appropriately scoped code changes. When assigned and approved, create scripts, queries, utilities, diagnostic tools, automation, code changes, configuration changes, or data-remediation solutions. Engineers remain responsible for validating AI-assisted analysis and outputs. All changes must follow applicable source-control, peer-review, testing, deployment, security, audit, data-handling, and change-management requirements. Document expected and actual results, limitations, approvals, and follow-up work.
Core and Assignment-Based Responsibility: Knowledge Management & Mentorship
Routinely create and maintain accurate troubleshooting documentation, diagnostic procedures, escalation guidance, known-error records, and knowledge articles based on completed work. When assigned, provide peer coaching, escalation feedback, scenario review, and just-in-time technical guidance.
Assignment-Based Responsibility: Customer Site Support & Continuous Improvement
When business need and leadership approval require onsite support, travel to customer locations to perform hands-on troubleshooting, validate environmental factors, coordinate resolution activities, and document findings. Routinely identify recurring incident and escalation drivers and recommend practical improvements to process, tooling, documentation, monitoring, supportability, and training. Implementation of automation or broader improvements occurs when prioritized and assigned.
Core Responsibility: Security, Compliance & Business Impact
Apply secure coding, data-handling, access-control, approval, and change-management practices, including appropriate protection of PHI and other sensitive information. Translate technical findings into clear business language and balance customer impact, urgency, risk, effort, and long-term supportability when recommending actions or workarounds. Do not independently execute security-sensitive, broadly customer-impacting, or high-risk changes without the required approval.
KNOWLEDGE & REQUIREMENTS
Required Qualifications
- At least 3 years of relevant experience in technical support engineering, application support, production support, software engineering, systems analysis, or a comparable technical role.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Information Systems, or a related discipline, or equivalent practical experience.
- Demonstrated ability to own complex technical investigations, analyze logs and system behavior, document findings, and drive issues through resolution or an effective escalation.
- Working knowledge across several relevant areas such as operating systems, application troubleshooting, relational databases, APIs or integrations, hardware and peripherals, remote-support tools, or basic networking. Candidates are not expected to have expert-level experience in every listed technology.
- Ability to communicate technical findings clearly to technical and nontechnical audiences and to produce concise, decision-ready escalation documentation.
- Understanding of security, data-handling, testing, approval, audit, and change-control expectations in production-support environments.
- Demonstrated ability to use approved AI-assisted tools responsibly for technical investigation, triage, code exploration, solution development, and documentation while independently validating outputs and following applicable security, data-handling, testing, and change-control requirements.
Preferred Qualifications
- Experience supporting pharmacy, healthcare, or other regulated-industry software.
- Experience with ITIL-aligned Incident Management, major incident response, Problem Management inputs, or post-incident review practices.
- Experience with Java and Spring Boot, JavaScript and React, REST services, microservices, AWS, messaging systems, or nonrelational databases.
- Experience participating in on-call support, cross-regional handoffs, customer-site troubleshooting, knowledge development, mentoring, or support automation.
EDUCATION & EXPERIENCE REQUIREMENTS
Minimum Education and Experience
- Minimum of 3 years of relevant experience as described in the Required Qualifications.
- Bachelor’s degree in a related technical discipline or equivalent practical experience.
- Demonstrated experience resolving complex technical issues and creating escalation materials that allow receiving teams to act without avoidable rework.
OUTCOME-BASED EXPECTATIONS
Performance outcomes for this role include
- Own assigned investigations from acceptance through validated resolution, approved handoff, or documented closure, with current status, decisions, and next steps maintained in the system of record.
- Produce escalation packages that include impact, evidence, troubleshooting completed, working hypothesis, and requested action, enabling the receiving team to begin work without avoidable rework.
- During assigned priority incidents, provide timely technical triage, mitigation and recovery input, validation evidence, and concise technical updates while the Incident Manager coordinates the overall incident process.
- Create or materially improve reusable knowledge when investigations reveal repeatable troubleshooting, known errors, diagnostic steps, or support gaps.
- Complete production, data, configuration, code, or deployment-related work in accordance with required review, approval, testing, audit, security, and change-control practices.
- Use structured cross-regional handoffs when work continues across time zones, clearly documenting status, findings, ownership, blockers, requested action, and next steps.
- Use approved AI-assisted tools where appropriate to improve the efficiency and quality of technical triage, investigation, code exploration, documentation, and solution development while maintaining accountability for accuracy, security, testing, and final technical decisions.
