Software Support Engineer

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee and address support tickets, which includes handling escalations, troubleshooting issues, and conducting follow-ups.

• Analyze order discrepancies, identify duplicate or failed transactions, and utilize SQL/Tableau to generate reports from the data.

• Collaborate with customers, suppliers, and internal teams to resolve challenges and enhance support procedures.

• Create documentation for support processes and advocate for self-service options.

• Assist with user onboarding, manage accounts, process access requests, and verify customer identities.

• Set up practice, location, and supplier accounts in accordance with cybersecurity best practices.

• Ensure account security through password resets and account deactivation protocols.

• Confirm system configurations and perform testing prior to onboarding and production rollouts.

• Design and implement both automated and manual testing plans, including those based on Python/Selenium.

• Detect, troubleshoot, and escalate issues related to systems, data, and cross-product interactions.

• Aid in ongoing system maintenance, monitor data, and assist with the implementation of new products.

• Deliver software development and operational support for McKesson's ophthalmology software solutions, RetinaPurchasing and RetinaInventory.

⛳️ Requirements

• A minimum of 4 years of professional experience in software development.

• Previous experience in L2 or higher application support, ideally within the healthcare sector.

• At least 2 years of experience in supporting web applications.

• Strong proficiency in Microsoft Office Suite, with advanced skills in Microsoft Excel for data manipulation and analysis.

• Familiarity with DevOps practices and tools, including integration, functional, and automated testing.

• Proficient in SQL, with a preference for PostgreSQL experience.

• Knowledge of Python and JavaScript; PHP experience is an advantage.

• Experience with cloud services such as AWS or Azure and familiarity with AI tools is a plus.

• Preferred background in the healthcare industry, especially with EMR or Practice Management systems.

• Capable of managing multiple priorities, effectively communicating progress, solving technical issues, and exercising sound judgment.

• A bachelor's degree in computer science, Information Management, or a related technical field, or equivalent experience.

• Degree or equivalent experience typically accompanied by 4+ years of relevant work experience.

• Must be based in Chicago, Illinois, or nearby areas.

• Willingness to travel 10-15% for team meetings at other locations.

🏝️ Benefits

• Competitive compensation package.

• Opportunities for annual bonuses or long-term incentives may be available.

• Participation in the Total Rewards program.

• Option for remote work or work-at-home arrangements.

• Commitment to equal employment opportunities.

• Support for reasonable accommodations for applicants with disabilities.