Company overview:
TraceLink is the world’s largest Agentic Business Network, enabling life sciences and healthcare companies to build and manage a scalable digital workforce of governed, no-code AI agents that execute and coordinate mission-critical supply chain operations alongside human teams. Powered by the Integrate-Once™ OPUS platform, TraceLink links more than 300,000 network participants, enabling multi-enterprise processes at global scale.
Founded in 2009 with the simple mission of protecting patients, today Tracelink has 5 global offices, over 800 employees and more than 1700 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.
Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.
Responsibilities
- Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner.
- Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.
- Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.
Skills and Qualifications
- Experience supporting proprietary enterprise level software applications
- Customer-friendly communication and attitude
- Excellent verbal and written communication skills
- Strong analytical skills and attention to detail
- Demonstrate a strong ability to utilize UNIX command line interface with a focus of parsing data sets
- BS in Computer Science or similar information technology degree
- 7 + years working experience in a technical support and troubleshooting role
- Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
- Working knowledge of B2B technologies including AS2, SFTP and Web Services
- Background writing in a scripting language a plus
- Experience with supply chain software and knowledge of pharmaceutical industry preferred
- Should be available to work daytime, evening, and/or overnight shifts to accommodate Americas, EMEA, and India/APAC time zones.
- As part of team rotation, will work late shift, Monday to Friday from 11 AM ET to 8 PM ET + rotational
- As part of team rotation, will be on call Monday to Sunday from 8 AM ET to 11 PM ET + rotational
TraceLink is committed to providing competitive compensation and benefits to all employees. This is the estimated base salary range for this role and should serve only as a guide. Final compensation offered may vary based on a variety of factors including but not limited to experience level, fit for the role, skills, domain knowledge, internal equity, budget, and location.
Please see the Tracelink Privacy Policy for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact [email protected].
What We Do
TraceLink is the only network creation platform company that builds integrated business ecosystems with multienterprise applications - the true foundation for digitalization - delivering customer-centric agility and resiliency for end-to-end supply networks and leveraging the collective intelligence of entire industries. Delivering end-to-end supply chain solutions, TraceLink's Opus Platform enables speed of innovation and implementation with an open partner model for no-code and low-code development of solutions and applications. At TraceLink, we blend decades of knowledge in SaaS technology and supply chain business processes with a clear vision for advancing manufacturing industries through disruptive, unconventional software solutions. With headquarters in Massachusetts, TraceLink has six global offices through North America, South America, Europe, and Asia.
