A Technical Support Engineer is responsible for troubleshooting and closing tier II support tickets. This position will exceed through technical troubleshooting, system maintenance & implementation, documentation & knowledge management, and customer engagement. The Technical Support Engineer influences internal and external customers from pre implementation through products end of life.
The Technical Support Engineer will work cross-functionally with Tier I, DevOps, Developers, and Service teams to enhance the impact of our products by supporting customer base.
Responsibilities:
System Maintenance and Implementation
- CensiTrac, LoanerLink, and Censis AI2: This includes file transfers, database backups/restoration, and validation tasks.
- Interface agents: communication with washers, sterilizers, incubators
- Single sign-on: SAML 2.0, Windows Authentication, and AD/LDAP
- Surgical schedule integrations: including flat file and HL7 formats
- Perform upgrades, software conversions, server updates, and package installations.
Customer Engagement and Project Management
- Present technical requirements for fitting Censis software into unique IT environments.
- Communicate effectively with external customers and provide pre-implementation support.
- Reply promptly to customer inquiries and work on conference calls with customers.
- Act as a liaison to project managers and provide technical advisement for projects.
Technical Problem-Solving
- Utilize advanced analytical and troubleshooting skills for technical problem-solving.
- Review and translate SQL database information, application error logs, and other diagnostic data.
- Analyze service interruptions, perform root cause analysis, and implement solutions.
Documentation and Knowledge Management:
- Maintain team documentation for consistent operations and knowledge sharing.
Qualifications:
- One to three years of customer support, SaaS preferred
- Proficient in the use of Microsoft Office products
- Excellent presentation, writing, organizational, analytical, and problem-solving skills
- Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred
* Travel up to 1-2 times per year
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
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