Technical Support Specialist - TECHN018080

DESCRIPTION/RESPONSIBILITIES: The Role The Technical Support Specialist is a high-energy, dynamic problem solver responsible for providing expert technical product support to clients and IT Partners. This role focuses heavily on helping customers troubleshoot, configure, deploy, and upgrade our API integrations and services in their nuanced Microsoft Windows environments.

Responsibilities: Customer Support:

Field customer inquiries related to API features, functionality, and integration.

Verify and triage bugs and API product issues.

Troubleshoot, identify, and help to resolve network and security issues promptly to minimize downtime for the client

Document installation procedures, configurations, and troubleshooting steps for reference and knowledge sharing.

Technical Experience:

Engage in development discussions to create or improve internal processes and systems.

Collaborate with development teams to ensure seamless installations and integration of applications with the web API.

Provide practical, hands-on experience in supporting new and modified web application components.

Troubleshoot issues related to API usage and connectivity

Provide documentation and guidelines for API implementation

Technical Leadership:

Act as a client champion, maintaining a long-term perspective in client relations.

Provide technical leadership in the maintenance and support impacts of strategic API design decisions.

Keep up-to date with industry trends, API standards, and best practices

Minimum Requirements:

Education: Bachelors degree Information Technology and/or equivalent education as well as experience in computer, software, or a related field

Experience: 4 years in technical customer support or a related field.

Web Technologies: Proficiency in web application troubleshooting, including knowledge of IIS, SQL databases, and security practices. Experience with API management tools (e.g., Postman). Proficiency in RESTful APIs, JSON, and XML.

Networking: Understanding of networking concepts (SMTP, TCP/IP, DNS, firewalls).

Certifications: CompTIA A+ and CompTIA Network+ certifications preferred. Familiarity with X509 certificates is a plus.

Customer-Centric Approach: Strong commitment to providing excellent customer service.

Problem-Solving: Ability to analyze complex issues, think critically, and find effective solutions.

Communication: Excellent verbal and written communication skills.

Hybrid Work Environment: Comfortable working both remotely and on-site

Experience with scripting languages (e.g., PowerShell) is a plus.

Why SoftWriters?

Mission-Driven: Our mission is simple yet powerful: Empower LTC Pharmacies, Save Lives.

High-Tech Office: Our new, open, high-tech office on the North Shore of Pittsburgh offers stunning views of the city and is located directly on the water.

Work-Life Balance: Enjoy our hybrid work policy with paid parking and core office days on Tuesday, Wednesday, and Thursday, flexible hours, and a Remote-Work Bank for remote work on core office days.

Competitive pay and benefits including 100% paternity leave, floating holidays, 401k match, and more

Core Values:

Innovators, Thought Leaders, Teachers: We foster a culture of continuous learning and innovation.

Accountability and Ownership Delivers Results: We believe in taking responsibility and delivering excellence.

Customers Determine Our Success: Our customers are at the heart of everything we do.

Operate with Unyielding Integrity: We uphold the highest standards of honesty and ethics.

One Team, Family Spirit: We work together, support each other, and celebrate our successes as a family.

Note: This position will not sponsor VISA and is hybrid based in Pittsburgh.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

SoftWriters

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Technical Support Specialist - TECHN018080