Technical Support Engineer - Pharmacy Automation

Tethered Talent · Port washington, United States

We are seeking a Technical Support Engineer to serve as the first point of contact for U.S.-based customers using our pharmacy automation systems within our professional delivery team. This hands-on, customer-facing role focuses primarily on software and system troubleshooting: understanding reported issues, reproducing customer environments, identifying causes, and guiding customers through remote resolution.

The position combines work in our Port Washington office with work from home, with an expected 3 days per week in the office. Access to office-based test systems enables hands-on issue replication and collaboration. As part of a growing U.S. operation, this individual will also help build support resources, improve processes, and contribute to projects beyond day-to-day customer support.

Key Responsibilities

• Provide first-line technical support by phone and approved remote-access tools, meeting service-level commitments and prioritizing issues based on customer impact and urgency.
• Use active listening and structured diagnostic questions to understand symptoms, recent
• changes, customer workflows, and the environment in which an issue occurs.
• Reproduce and simulate reported issues using office-based test systems; collect and analyze system data and logs to isolate software, configuration, connectivity, or hardware causes.
• Guide customers with varying technical knowledge through approved troubleshooting steps, explain instructions clearly, and verify that functionality has been restored.
• Maintain ownership of customer cases through resolution, including accurate ticket documentation, timely follow-up, and clear communication of progress and next steps.
• Escalate issues beyond first-line support to Tier II technical support in Israel or coordinate onsite service as appropriate; provide complete diagnostic findings and remain engaged in customer follow-up.
• Perform approved software upgrades and support system configuration and implementation activities within the role’s training and authorization.
• Coordinate product returns through the return merchandise authorization (RMA) process when required.
• Deliver customer training and develop knowledge-based articles, troubleshooting procedures, and how-to guides.
• Identify recurring issues, share findings with technical and product teams, and contribute to service and product improvements.
• Take initiative during periods of lower support volume to improve processes, develop support materials, and contribute to cross-functional projects as the business grows.
• Follow applicable service documentation, complaint-handling, customer-site safety, and data-security procedures.

Required Qualifications

• At least three years of experience in technical support, software troubleshooting, systems implementation, or a related role supporting technology products that combine hardware and software.
• Demonstrated ability to investigate software and system issues, reproduce reported problems, review diagnostic information, and work methodically toward resolution.
• Working knowledge of operating systems, software configuration, connectivity, and remote troubleshooting tools, with the ability to learn product-specific systems.
• Strong customer-service skills, including active listening, effective diagnostic questioning,
• patience, and the ability to communicate technical instructions clearly to nontechnical users.
• Excellent verbal and written English communication skills, strong attention to detail, and accurate case documentation.
• Ability to manage multiple customer issues, exercise sound judgment, work independently, and collaborate with a global technical team.
• Comfort working in a growing business, taking ownership, and contributing to projects and process improvements beyond routine support.
• Ability to work from the Port Washington office three days per week and meet the coverage and travel expectations described below.

Preferred Qualifications

• Experience supporting automation technology, medical devices, robotics, diagnostic equipment, or other complex technology systems.
• A degree in software engineering, computer science, information technology, electronics, mechanical engineering, or a related discipline. Equivalent hands-on technical experience is also valued; an engineering degree is not required.
• Experience with support and ticketing platforms such as Jira, Zoho, or Salesforce.
• Experience with networking diagnostics, databases, scripting, or software testing relevant to troubleshooting connected systems.
• Familiarity with AI tools for approved support-process automation, documentation, or workflow improvement.

Work Schedule and Customer Coverage

• Provide support to U.S.-based customers, with initial business activity concentrated on the East Coast.
• Occasional adjustments to working hours, including support outside normal local business hours, will be needed to accommodate customer time zones and service needs.
• As the business expands into the West Coast and other U.S. regions, customer coverage will extend across additional time zones.

Training and Travel

• Initial onboarding includes approximately two weeks of training in Israel, with additional training in New York as needed.
• Ongoing travel is expected approximately once per quarter internationally and may include domestic customer visits monthly.
• Travel may occasionally increase to approximately once per month based on customer needs, training, or project requirements.