Product Support Engineer at Sonatype providing software supply chain security solutions. Debugging and troubleshooting product incidents while assisting product management with enhancements.
About the role
- Technical Support Engineer providing technical guidance and resolving customer issues with data and software. Collaborating with installers and managing data processes for 340B systems.
Responsibilities
- Supports 340B Architect by providing technical guidance.
- Helps resolve customer issues regarding any data imported or manipulated based on business requirements.
- Relies on limited knowledge and professional discretion to achieve goals.
- Works under general supervision and usually reports to a supervisor, though some ingenuity and flexibility is required.
- Assists installers on questions or issues they may encounter before and during go live
- Solves a range of data related problems
- Analyzes possible solutions using discretion, skills and knowledge of procedures
- Runs ad-hoc analysis reports
- Responds to situations where support cannot resolve issues regarding data, settings, or implementation with the software.
- May also be involved in customer escalations
- Sets up file import & export specs and manages data imports & export error logs
- Answers complex questions from internal customers about the features and capabilities of products
Requirements
- Degree or equivalent and typically requires 4+ years of relevant experience.
- BS Degree in one of the following subject areas: Computer Science or Information Technology, preferred
- Experience in SQL Development, Reporting Tools, or Database Administration
- 4+ years SQL experience (MS SQL Server, IBM DB2, Oracle, MySQL, or Microsoft Access).
- Advanced skills with Excel Power (BI) reporting - Knowledge of reporting and query tools (ad-hoc analysis reports)
- Technical documentation skills
- IT support experience
- Ability to Diagnosis/Act Upon Alerting
- Excellent organizational and communication skills
- Strong Customer Service skills
- Ability to effectively prioritize and execute tasks
- Self-motivated and directed, with keen attention to detail
- Make recommendations to improve and gain efficiency for existing processes
- Experience with high volume data
- Availability for On-Call Rotation
- Critical Thinking/Ownership of Peer Review
- Agent of Change in a fast-paced environment.
- Export, transform, and load (ETL) experience desired
- Healthcare/Retail Pharmacy industry experience a plus
- Candidates must be authorized to work in USA. Sponsorship is not available for this role.
Benefits
- Competitive compensation package
- Annual bonus opportunities
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