Customer Technical Support Specialist III (Western US)

Customer Technical Support Specialist Tier 3

The Customer Technical Support Specialist Tier 3 provides expert technical support for STERIS Sterile Processing and Connectivity software products. This position provides overflow front-line user support for the software, but primarily is focused on delivering 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 may have a team of 3-6 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

Support for Direct front-line Technical Support of Customers

• Provides primarily second-line telephone and/or desktop/server support via remote connection to customer servers
• Supports Tier 1 and Tier 2 Specialists on complex, high-profile or escalated issues
• Participates in 24/7 technical support coverage on rotational basis
• Designs complex custom reports/queries using proprietary software and MS SQL Server
• Performs complex bulk data updates, manipulations, and investigations as needed for Customers
• Assists Tier 1 and Tier 2 Specialists with complex data needs.
• 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

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

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 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 STERIS.

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.