Technical Support Engineer II

JOB SUMMARY

The Technical Support Engineer II is an experienced individual contributor and technical escalation resource within Support Engineering. The role routinely owns complex customer investigations across pharmacy platforms, integrated workflows, software, data, operating systems, hardware and peripheral environments, integrations, and customer-specific configurations. The engineer independently applies established troubleshooting, change-control, security, and escalation practices; partners with Incident Management, Product Engineering, Product Management, IT, vendors, and customer-facing teams;

and produces complete technical findings that enable efficient resolution. Depending on business need and assignment, the role may participate in priority-incident technical leadership, on-call coverage, cross-regional handoffs, customer-site support, mentoring, and development of support automation. Senior or Lead-level ownership of support strategy, organizational standards, or broad technical direction is outside the routine scope of this position.

ESSENTIAL DUTIES & RESPONSIBILITIES

Core Responsibility:
Advanced Technical Escalation & Resolution

Own complex, high-impact, or unresolved customer investigations through resolution, approved handoff, or closure. Troubleshoot Rx30, Computer-Rx, point-of-sale and integrated workflows, Windows and Linux environments, hardware, peripherals, workstations, software, data, and basic network or connectivity contributors. Reproduce behavior, review evidence, analyze logs and system data, isolate likely causes, document findings, validate results, and elevate high-risk or unusual matters appropriately. Production changes, configuration changes, data remediation, scripts, and deployments must follow established review, testing, approval, audit, and change-control requirements.

Security-sensitive, broadly customer-impacting, or high-risk actions require approval from the designated technical, security, or business owner before execution.

Assignment-Based Responsibility:
Priority Incident Technical Support

When assigned, serve as the Technical Lead for support-owned priority incidents. The Technical Lead owns technical triage, containment and mitigation recommendations, recovery execution, and recovery validation. The Incident Manager owns incident coordination, stakeholder cadence, communications, timeline management, and overall process facilitation. The Technical Lead provides structured technical updates, identifies technical risks and decision points, and contributes findings, Problem Management inputs, and corrective actions to post-incident reviews.

Technical actions remain subject to role authority and required production, security, and customer-impact approvals.

Core Responsibility:
Defect Analysis, Escalation Quality & Collaboration

Determine whether issues represent software defects, data conditions, configuration problems, environmental factors, integration failures, training opportunities, or expected behavior. Partner with Product Engineering, Product Management, IT, vendors, and customer-facing teams to reproduce defects, validate findings, clarify ownership, and drive resolution. Provide a complete escalation package containing customer and business impact, supporting evidence, troubleshooting completed, reproduction information, relevant environment details, a working hypothesis, and the specific action or decision requested.

Escalations are expected to contain sufficient, accurate information for the receiving team to begin work without avoidable rework or repeated discovery.

Assignment-Based Responsibility:
Cross-Regional Case Progression

When requested or when meaningful progress can continue outside the originating region's working hours, maintain case continuity primarily through structured handoffs. Handoffs must identify current status, customer impact, evidence and troubleshooting completed, working hypothesis, owners, blockers, requested action, and next steps. Cross-regional support does not imply continuous individual availability outside the employee's assigned schedule.

Core and Assignment-Based Responsibility:
Software, Data, Testing & Technical Solutions

As a core responsibility, read existing application code and system behavior, use relational database concepts, and develop appropriately scoped investigation or remediation approaches. Effectively leverage approved AI-assisted tools to support technical triage, code and system exploration, troubleshooting,…