Technical Support Engineer, Unity Software

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

📋 Description

• Manage incoming customer calls related to the Unity Software suite

• Aid clinical laboratories in troubleshooting software-related problems

• Record customer interactions and cases in Salesforce Lightning CRM

• Oversee customer cases until resolution and closure

• Engage in scheduled calls to support software installations and upgrades

• Assist in resolving complex issues when necessary

• Support clinical laboratories using Unity software to ensure optimal care for physicians and patients

• Address customer requests and complaints in accordance with procedures while striving to meet or exceed performance metrics

• Take charge of customer relationships and swiftly resolve Unity software issues

• Acquire in-depth knowledge of Unity software products and their benefits to customers

• Collaborate with Technical Support Specialists

• Contribute to new product offerings in the laboratory healthcare sector

⛳️ Requirements

• Bachelor's degree in IT, computer science, or a related technical discipline, OR an Associate’s degree in a relevant field coupled with a minimum of 2 years of applicable experience

• At least 2 years of experience in customer service or within a call center environment

• Proficient English communication skills, both written and verbal

• Willingness to work U.S. service hours (Monday–Friday, 5 AM–4 PM Pacific Time)

• Strong problem-solving abilities with a focus on customer satisfaction

• Experience in supporting customers based in the U.S.

• Familiarity with Salesforce Lightning CRM; knowledge of D365 is advantageous

• Background in IT within life sciences, biotech, or medical/laboratory settings

• Understanding of SQL Server and TCP/IP connections

• Knowledge of quality control (QC) principles and QC data management tools

• Experience with OKTA, Citrix, ASTM/HL7, and Mirth Connect

• Availability to work the later shift (7 AM–4 PM Pacific Time)

🏝️ Benefits

• Thriving environment at a well-funded early-stage startup

• Strong network of customers and partners

• Opportunity to engage in new product offerings within laboratory healthcare

• Culture that promotes innovation, collaboration, and continuous learning

• A diverse and inclusive workplace

• Equal opportunity employer