Support Engineer

Position Summary: We are seeking a dedicated Site Reliability Engineer (SRE) to join our team. This position focuses on ensuring the reliability and performance of our systems through user acceptance testing (UAT), issue investigation, ticketing, collaboration with vendors and internal stakeholders, and maintaining release notes. The ideal candidate will have a background in help-level support, with an emphasis on troubleshooting and coordination.


Essential Duties/Responsibilities:

• User Acceptance Testing (UAT) Support: Assist in coordinating and supporting UAT processes, ensuring systems meet functional and performance requirements before deployment. Work with stakeholders to validate test results and document outcomes.

• Issue Investigation and Resolution: Troubleshoot system and application issues, identifying root causes and escalating complex problems to senior engineers or vendors as needed. Ensure timely resolution to maintain system reliability.

• Ticketing and Incident Management: Manage and prioritize support tickets using tools like Jira and/or vendor ticketing tools (Redmine). Track issues, provide updates to stakeholders, and ensure proper documentation of resolutions.

• Vendor and Internal Stakeholder Collaboration: Act as a liaison between internal teams (e.g., development, QA, and operations) and external vendors to resolve issues, coordinate updates, and ensure compliance with service-level agreements (SLAs).

• Release Notes and Documentation: Prepare and maintain clear, accurate release notes for system updates and deployments. Document processes, issues, and resolutions to support knowledge sharing and team efficiency.

• Monitoring and Reporting: Monitor system performance using tools like Splunk or Grafana, report trends to stakeholders, and escalate potential issues proactively.

• Process Improvement: Identify opportunities to streamline support processes, improve system reliability, and enhance user experience through feedback and collaboration with teams.

• Assist in the integration and rollout of new solutions to Pharmacy and Call Center which may include weekend and holiday hours.

• Collaborate with Pharmacy Operations to identify and resolve technical issues impacting workflow, efficiency, and compliance.

Required Skills/Abilities:

• Experience: 5+ years in a similar role, focusing on technology support, troubleshooting, UAT testing, etc.

• Bachelor's degree in technology or a related field, proven industry experience will be acceptable in lieu of a degree.

• Familiarity with ticketing systems (e.g., Jira, ServiceNow).

• Familiarity of ePost or other pharmacy management systems

• Prior experience in Retail, Mail Order Pharmacy, Specialty Pharmacy, PBM, pharmaceutical or managed health care industry strongly preferred.

• Strong communication skills to collaborate with vendors and internal stakeholders.

• Detail-oriented with excellent documentation and organizational skills.

• Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Preferred Skills/Abilities:

• Experience supporting UAT in a software development lifecycle.

• Familiarity with IT change management processes or release management.

• Exposure to working with cross-functional teams in an Agile or DevOps environment.

Work Environment/Physical Requirements:

• Home-based office environment, with minimal exposure to excessive noise or adverse environmental issues, and occasional local and/or overnight travel, including exposure to heat, cold, and inclement weather conditions. Transportation for travel typically includes automobile and plane.

• Ability to sit for prolonged periods of time.

Equal Opportunity Employer
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