Customer Technical Support Specialist III (Project Support)

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.Position Summary This role is not the typical Tech Support position but a much larger role. You will be responsible for the support of handling the project side of our software implementations. 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

Hands-on working experience in MS SQL Server

Experience with the configuration of personal and laptop computers, printers, and various other 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

Demonstrated knowledge of broad range of STERIS software solutions

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

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

Pay range for this opportunity is $75,000 - $96,000. This position is eligible for bonus participation.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

STERIS offers a comprehensive and competitive benefits portfolio. Click here for a complete list of benefits: STERIS Benefits

Open until position is filled.

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.steris.com.

If you need assistance completing the application process, please call .... This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location's HR Office during normal business hours.