Technical Support Engineer

***This position is Remote***
Job Summary
This position is responsible for product supportability by working with development, support leadership, Product Management and HSPS support technicians; handling and solving advanced technical issues using advanced troubleshooting tools and techniques; improving overall department knowledge by direct mentoring of support technicians and partnering with training department to create new curriculum as well as writing and reviewing Knowledgebase articles.
What you will do

• Work with Product Management, Development and support leadership to establish criteria for successful post release support of assigned products.
• Attend PRT meetings to ensure there is proper communication between support and development including the reporting of major defects and outages; proper knowledge transfer between the two teams; represent the customer’s experience to development as appropriate; and drive initiatives that improve said customer experience.
• Ensure product/project information is communicated to support leadership; as well as, provide training and mentorship for advanced technicians and mentors to ensure the team has the latest product knowledge.
• Communicate status of major outages or defects to support team including status, troubleshooting steps and resolution.
• Add to product body of knowledge by writing and maintaining KBs for assigned products.
• Provide updated product content to training team.

Travel/Physical Demands

• Travel typically less than 10%. Office environment. No special physical demands required.

Qualifications
Must have:

• Typically 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience.
• Typically a Bachelor's Degree or global equivalent in related discipline.
• Good understanding of industry practices
• Proficient with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem solving skills with ability to multi-task
• Good verbal and written communication skills
• Good presentation and public speaking skills
• Good interpersonal skills
• Basic conflict resolution skills
• Developing professional credibility
• Provides superior customer service and does not sacrifice quality in order to meet statistical goals.
• Ability to identify and report product issues and deficiencies as they relate to assigned products integrations and functionality.
• Knowledge of computer hardware, database structure, and networks; with the ability to increase this knowledge.
• Working knowledge of Microsoft Windows 7, 8, 10, and Server Operating Systems and future upgrades as they are released.
• Working knowledge of Microsoft Word, Microsoft Excel as they are used within HSPS and HSPS products.
• Working knowledge of HSPS Dental Software and electronic services (eServices).
• Excellent organizational, troubleshooting, problem solving, writing skills, interpersonal and communication skills.
• Ability to prioritize, handle stress, and adapt to change. 

Nice to have:
The posted range for this position is $60,000-$72,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.
What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah.  To learn more, click here: 2022 Best Companies To Work For | Henry Schein One
Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is unable to hire individuals residing in North Dakota, Hawaii, Puerto Rico, or other US Territories at this time.