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# Technical Support Engineer - Pharmacy Automation

- **Company:** Tethered Talent
- **Location:** Sands Point, NY, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Testing (Software), Multitier Architecture, Artificial Intelligence, JIRA, Databases, System Configuration, Salesforce.Com, Software Configuration Management, Software Engineering, Zoho Office Suite, Scripting, Software Troubleshooting, Information Technology
- **Published:** October 27, 2026
- **Apply:** https://www.thejobnetwork.com/job/a5e1f182-b4ee-4e97-9a3c-b47cb70bf007/technical-support-engineer-pharmacy-automation

## About the Role

* At least three years of experience in technical support, software troubleshooting, systems implementation, or a related role supporting technology products that combine hardware and software.
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 * Demonstrated ability to investigate software and system issues, reproduce reported problems, review diagnostic information, and work methodically toward resolution.
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 * Working knowledge of operating systems, software configuration, connectivity, and remote troubleshooting tools, with the ability to learn product-specific systems.
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 * Strong customer-service skills, including active listening, effective diagnostic questioning,
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 * patience, and the ability to communicate technical instructions clearly to nontechnical users.
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 * Excellent verbal and written English communication skills, strong attention to detail, and accurate case documentation.
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 * Ability to manage multiple customer issues, exercise sound judgment, work independently, and collaborate with a global technical team.
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 * Comfort working in a growing business, taking ownership, and contributing to projects and process improvements beyond routine support.
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 * Ability to work from the Port Washington office three days per week and meet the coverage and travel expectations described below.
\n, * Experience supporting automation technology, medical devices, robotics, diagnostic equipment, or other complex technology systems.
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 * A degree in software engineering, computer science, information technology, electronics, mechanical engineering, or a related discipline. Equivalent hands-on technical experience is also valued; an engineering degree is not required.
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 * Experience with support and ticketing platforms such as Jira, Zoho, or Salesforce.
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 * Experience with networking diagnostics, databases, scripting, or software testing relevant to troubleshooting connected systems.
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 * Familiarity with AI tools for approved support-process automation, documentation, or workflow improvement.
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## Description

We are seeking a Technical Support Engineer to serve as the first point of contact for U.S.-based customers using our pharmacy automation systems within our professional delivery team. This hands-on, customer-facing role focuses primarily on software and system troubleshooting: understanding reported issues, reproducing customer environments, identifying causes, and guiding customers through remote resolution., The position combines work in our Port Washington office with work from home, with an expected 3 days per week in the office. Access to office-based test systems enables hands-on issue replication and collaboration. As part of a growing U.S. operation, this individual will also help build support resources, improve processes, and contribute to projects beyond day-to-day customer support., n
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 * Provide first-line technical support by phone and approved remote-access tools, meeting service-level commitments and prioritizing issues based on customer impact and urgency.
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 * Use active listening and structured diagnostic questions to understand symptoms, recent
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 * changes, customer workflows, and the environment in which an issue occurs.
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 * Reproduce and simulate reported issues using office-based test systems; collect and analyze system data and logs to isolate software, configuration, connectivity, or hardware causes.
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 * Guide customers with varying technical knowledge through approved troubleshooting steps, explain instructions clearly, and verify that functionality has been restored.
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 * Maintain ownership of customer cases through resolution, including accurate ticket documentation, timely follow-up, and clear communication of progress and next steps.
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 * Escalate issues beyond first-line support to Tier II technical support in Israel or coordinate onsite service as appropriate; provide complete diagnostic findings and remain engaged in customer follow-up.
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 * Perform approved software upgrades and support system configuration and implementation activities within the role's training and authorization.
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 * Coordinate product returns through the return merchandise authorization (RMA) process when required.
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 * Deliver customer training and develop knowledge-based articles, troubleshooting procedures, and how-to guides.
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 * Identify recurring issues, share findings with technical and product teams, and contribute to service and product improvements.
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 * Take initiative during periods of lower support volume to improve processes, develop support materials, and contribute to cross-functional projects as the business grows.
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 * Follow applicable service documentation, complaint-handling, customer-site safety, and data-security procedures.
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