Senior Technical Support Engineer

Job Description

Job Description

7,000 Diseases - 500 Treatments - 1 Rare Pharmacy

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

We are seeking team members who:

Are inspired and compassionate problem solvers;

Produce high quality work;

Thrive in the excitement of the ever-challenging environment of modern medicine; and

Are committed to achieving superior health outcomes for people living with rare and devastating diseases.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.

Join the PANTHERx team, and define your own RxARE future in healthcare!

Senior Support Engineer

Location: Pittsburgh, PA (Onsite – PIT2 Fulfillment Center)

Classification: Exempt

Status: Full-Time

Reports to: Manager, IT Support and Operations

Purpose

PANTHERx Rare is seeking a Senior Support Engineer to serve as the dedicated onsite IT resource at our PIT2 pharmacy fulfillment center. This is a hands-on, floor-level role responsible for providing Tier 1 and Tier 2 technical support in a high-volume, time-sensitive fulfillment environment. The Senior Support Engineer is the primary point of contact for all technology issues at the site and plays a critical role in keeping fulfillment operations running without interruption.

This role reports to the Manager of IT Support and Operations and works in close partnership with fulfillment leadership to align IT support with daily operational priorities.

Responsibilities

Onsite Technical Support

• Serve as the primary onsite IT resource for the PIT2 fulfillment center, providing Tier 1 and Tier 2 support for end users, hardware, and connected systems.
• Troubleshoot and resolve issues with workstations, packing stations, scanning devices, printers, copiers, and shipping systems in a hands-on capacity.
• Respond to incidents quickly to minimize downtime and prevent disruption to order processing and shipment workflows.
• Support connectivity issues including wired and wireless network troubleshooting at the workstation level.

Operational Continuity

• Provide real-time support during peak production hours to maintain fulfillment throughput.
• Perform routine preventive maintenance and hardware checks to identify and address recurring issues before they escalate.
• Coordinate with fulfillment leadership to understand daily operational priorities and proactively align IT support with operational needs.

Escalation & Collaboration

• Triage complex issues and escalate to appropriate engineering or infrastructure teams using established escalation pathways.
• Document incidents, resolutions, and recurring issues to support future process improvements and knowledge base development.
• Act as the onsite liaison between the fulfillment floor and the broader IT organization.

Required Qualifications

• 3+ years of experience in an IT support, helpdesk, or field technician role.
• Demonstrated hands-on experience supporting Windows-based environments.
• Experience with printer, copier, and scanner hardware – installation, configuration, and troubleshooting.
• Strong troubleshooting skills across hardware, software, and basic network connectivity.
• Ability to work independently in a fast-paced, operational environment with minimal supervision.
• Strong communication skills and a customer-first approach to support.

Preferred Qualifications

• Prior experience supporting a pharmacy, healthcare, warehouse, or fulfillment center environment.
• Familiarity with shipping and scanning systems used in a high-volume logistics or fulfillment setting.
• Experience supporting integrated hardware/software platforms in an operational setting.
• CompTIA A+, Network+, or similar certifications.
• No specific degree requirement; equivalent work experience strongly considered.

Work Environment

This position is fully onsite at the PIT2 fulfillment center in Pittsburgh, PA. Standard hours are Monday through Friday, 8:00 AM – 5:00 PM EST, with on-call availability required for nights and weekends on a rotating or as-needed basis. This role routinely uses standard office and warehouse equipment including computers, phones, scanners, printers, and communications via MS Teams.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, see, talk or hear. The employee frequently is required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms. Visual acuity is necessary for tasks such as reading and working with various forms of data on a screen. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Benefits:

Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees. Of course we offer paid holidays too!

Equal Opportunity:

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.