Technical Support Engineer II

Company overview: TraceLink is the world’s largest Agentic Business Network, enabling life sciences and healthcare companies to build and manage a scalable digital workforce of governed, no-code AI agents that execute and coordinate mission-critical supply chain operations alongside human teams. Powered by the Integrate-Once™ OPUS platform, TraceLink links more than 300,000 network participants, enabling multi-enterprise processes at global scale.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 5 global offices, over 800 employees and more than 1700 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

Responsibilities

• Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner.
• Perform analysis and problem resolution activities.
• Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.
• Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.
• Create and review Knowledge Articles for both internal and external (customer) use.
• Participate in knowledge sharing and training as required.
• Participate in on-call rotations to support off-hour customer issues as well as software deployment activities.

Qualifications

• 3-5 Years of experience in a technical support and troubleshooting role.
• Customer-first communication and attitude.
• Excellent English and Italian verbal and written communication skills.
• Strong analytical skills and attention to detail.
• BS in Computer Science or similar information technology degree.
• Knowledge of UNIX, with a focus on scripting and parsing of data sets.
• Experience in working with Java APIs.
• Ability to read, parse and manipulate various technical formats including XML, EDI and CSV.
• Working knowledge of B2B technologies including AS2, SFTP, and Web Services.
• Experience with Supply chain software and knowledge of pharmaceutical industry preferred.

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