Customer Technical Support Specialist II

About the Role

The Customer Technical Support Specialist Tier 2 provides specialized technical support for STERIS Sterile Processing and Connectivity software products. This position offers a mix of front-line user support and advanced technical assistance for complex issues. The role requires expert analytical and problem-solving skills, a broad understanding of STERIS software, and the ability to independently troubleshoot problems related to software, hardware, networking, and server/database configurations. Responsibilities include analyzing log files, collaborating with customer IT staff, providing backup support to Tier 1 specialists, and delivering advanced implementation and upgrade support.

Responsibilities

• Provide a mix of front-line and second-line telephone and/or desktop/server support via remote connection to customer servers.
• Participate in 24/7 technical support coverage on a rotational basis (on-call rotation of 1 week per month, supporting 9am-6pm CST).
• Design complex custom reports/queries using proprietary software and MS SQL Server.
• Perform complex bulk data updates, manipulations, and investigations as needed for customers.
• Analyze log files, application diagnostics, and system metrics to identify advanced problems or issues.
• Collaborate with customer IT staff to troubleshoot complex issues and provide backup support to Tier 1 specialists.
• Document activity, issues, and resolutions for customer support cases.
• Provide advanced technical expertise for implementation and upgrade calls with customers.
• Assist and advise customers with server and workstation setup.
• Load data into customer servers and assist Tier 1 specialists on complex data issues.
• Perform all setup, installation, and configuration tasks for STERIS software and interfaces independently.
• Coordinate technical activities and tasks with customer IT counterparts and mentor less experienced team members.
• Assist in testing new proprietary software.
• Identify areas of software, implementation, installation, or maintenance requiring improved documentation.
• Write, review, and publish documentation to support software.

Requirements

• BS in Computer Science or closely related field and 3-7 years of experience in technical support of computers, networks, or applications, OR 11+ years of relevant experience without a degree.
• Experience in programming in MS Access, Java, Visual Basic, C#, or similar language.
• Experience with MS SQL Server.
• Experience with the configuration of personal and laptop computers, printers, and various other hardware and software.
• Ability to diagnose hardware repairs on computers and equipment.
• Strong interpersonal and communication skills to effectively interact with customers via phone and email.
• Excellent problem-solving and analytical skills to understand complex problems and situations.
• Attention to detail and responsibility in performing tasks.
• Ability to communicate well in high-pressure situations.
• Ability to independently research and investigate problems in highly complex and variable environments.
• Physical location with access to high-speed internet (cable modem) and capability to retain a permanent IP address.

Benefits

• Competitive pay ($70,000–$90,000 range, with bonus eligibility).
• Extensive paid time off and 9 additional holidays.
• Comprehensive healthcare, dental, and vision benefits.
• 401(k) with company match.
• Long-term and short-term disability coverage.
• Parental leave.
• Additional add-on benefits/discounts (e.g., pet insurance).
• Continued training and education programs.
• Excellent opportunities for advancement in a stable, long-term career.