Job Title: Technical Support Specialist

Location: Pittsburgh, PA

FLSA Status: Non-Exempt

Employment Type: Full-Time

Reports To: Support Analyst Team Supervisor

SoftWriters is on a Mission to Save Lives! As a pioneer and market leader in long-term care pharmacy technology, we are proud to develop complex software and services that help pharmacies to deliver superior patient care to the most fragile population in the U.S. We are passionate about building the best company, achieving the #1 Top Workplace designation in Pittsburgh. We value quality, cultivating diverse teams, delivering successes and results, collaboration, innovation, thought leadership, integrity, teamwork, and growth.

As we grow in size and complexity, we face some distinct challenges that require outstanding leaders and problem solvers. Our culture and our people are our unique differentiator. If you are seeking to join a growing team and making your mark on our noble mission, then you have come to the right place!

Overview: 

The Technical Support Specialist is a high-energy, dynamic problem solver responsible for providing expert technical product support to clients and IT Partners. This role focuses heavily on helping customers troubleshoot, configure, deploy, and upgrade our API integrations and services in their nuanced Microsoft Windows environments.

Responsibilities: 

1. Customer Support:
• Field customer inquiries related to API features, functionality, and integration.
• Verify and triage bugs and API product issues.
• Troubleshoot, identify, and help to resolve network and security issues promptly to minimize downtime for the client
• Document installation procedures, configurations, and troubleshooting steps for reference and knowledge sharing.
2. Technical Expertise:
• Engage in development discussions to create or improve internal processes and systems.
• Collaborate with development teams to ensure seamless installations and integration of applications with the web API.
• Provide practical, hands-on experience in supporting new and modified web application components.
• Troubleshoot issues related to API usage and connectivity
• Provide documentation and guidelines for API implementation
3. Technical Leadership:
• Act as a client champion, maintaining a long-term perspective in client relations.
• Provide technical leadership in the maintenance and support impacts of strategic API design decisions.
• Keep up-to date with industry trends, API standards, and best practices

Minimum Requirements:

• Education: Bachelors degree Information Technology and/or equivalent education as well as experience in computer, software, or a related field 

• Experience: Minimum of 2 years in technical customer support or a related field.
• Web Technologies: Proficiency in web application troubleshooting, including knowledge of IIS, SQL databases, and security practices. Experience with API management tools (e.g., Postman). Proficiency in RESTful APIs, JSON, and XML.
• Networking: Understanding of networking concepts (SMTP, TCP/IP, DNS, firewalls). 
• Certifications: CompTIA A  and CompTIA Network  certifications preferred. Familiarity with X509 certificates is a plus.
• Customer-Centric Approach: Strong commitment to providing excellent customer service.
• Problem-Solving: Ability to analyze complex issues, think critically, and find effective solutions.
• Communication: Excellent verbal and written communication skills.

• Hybrid Work Environment:Comfortable working both remotely and on-site
• Experience with scripting languages (e., PowerShell) is a plus.

SoftWriters, Inc. is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran status.