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 SummaryThis 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 IIIImplementation and upgrade supportProvides expert technical expertise for implementation and upgrade calls with CustomersAssists and advises Tier 1 and Tier 2 on complex Customer situations and requirementsLoads data into Customer servers and assists Tier 1 and Tier 2 Specialists on complex data issuesPerforms all setup, installation, and configuration tasks for STERIS software and interfaces independently and supports Tier 1 and Tier 2 Specialists as neededCoordinates 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 upgradesSupport for Direct front-line Technical Support of CustomersSupports Tier 1 and Tier 2 Specialists on complex, high-profile or escalated issues and complex data needsDesigns complex custom reports/queries using proprietary software and MS SQL ServerPerforms complex bulk data updates, manipulations, and investigations as needed for CustomersAnalyzes 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 neededDocuments activity, issues and resolutions for Customer support issuesTeam and Project ManagementProvides direction to team of Tier 1 and Tier 2 Specialists to distribute work and ensure tasks are completed in a timely mannerOwns delivery of project work and Customer support to meet agreed upon timelines and objectivesTesting and Documentation supportAssist in testing new proprietary softwareIdentifies areas of software, implementation, installation or maintenance requiring improved documentationWrites, reviews and publishes documentation to support softwareThe Experience, Skills And Abilities NeededBS in computer science or closely related field.3-9 years of experience working in technical support of computers, network, applications, etc2+ years of experience in a Tier 2 level support role for a software or hardware companyExperience in programming in MS Access, Java, Visual Basic, C# or similar languageHands-on working experience in MS SQL ServerExperience 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 emailMust exhibit strong problem-solving and analytical skills to understand complex problems and situationsMust demonstrate attention to detail and responsibility in performing tasksDemonstrated knowledge of broad range of STERIS software solutionsAbility to communicate well in high-pressure situationsAbility to independently research and investigate problems in highly complex and variable environmentsAbility to manage Customer expectations by setting reasonable expectations and owning delivery of the solutions and outcomesAbility to administer projects and team resources to accomplish work tasksPhysical location that is able to access high-speed internet What STERIS OffersAt 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 PayExtensive Paid Time Off and (9) added Holidays.Excellent healthcare, dental, and vision benefits401(k) with a company matchLong/Short term disability coverageParental LeaveAdditional add-on benefits/discounts for programs such as Pet InsuranceContinued training and educations programsExcellent opportunities for advancement in a stable long-term careerPay 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 BenefitsOpen 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 1 (440) 392.7047. 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 by60-741.44(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.