Software Support Engineer

About the position

This role provides advanced technical support for software and hardware automation systems within a pharmaceutical distribution environment. The Software Support Engineer will diagnose and resolve complex issues across applications, databases, networking, and hardware, often collaborating with remote teams and onsite technicians. Responsibilities include documentation, cross-functional collaboration, and interfacing with R&D programs, with a strong emphasis on customer-facing support and troubleshooting. The position requires frequent local travel, on-call availability, and residency within commuting distance of Plainfield, IN.

Responsibilities

• Provide engineering support and service leadership to the organizations' efforts to resolve complex customer technical issues.
• Diagnose if issues are related to application defects, database defects, server/domain/client environment or networking hardware issues.
• Work with existing system software / code currently developed.
• Work on system wide software.
• Archive all internal machine functional specifications and hardware architectures for service reference.
• Support onsite troubleshooting with assistance from a remotely located developer.
• Align and streamline documentation protocols.
• Document activities in databases (JIRA, WIKI, STASH) and author knowledge base documentation on troubleshooting issues related to software products.
• Actively participate in cross functional teams that may include Software Engineering, Product Management and Hardware Engineering on feature design, requirements and support.
• Participate in on site meetings to help in resolving problems of high severity and to manage customer and vendor relationships from a support standpoint.
• Develop & assist with proper project management procedures.
• Program interfacing with McKesson R&D programs.

Requirements

• 6+ years' experience providing technical support and/or in-field work within Software Development.
• C# and/or Java programming experience required.
• .NET experience.
• Experience writing queries and reports in relational databases (MariaDB or SQL Server).
• Experience in a customer-facing role with strong written and verbal communication skills.
• Experience providing technical support and guidance to product support teams, software engineers and onsite technicians.
• Good understanding of Microsoft Windows and Windows domains, servers, workstations, printers and firewalls.
• Experience with troubleshooting software and hardware issues remotely is a must.
• In-depth knowledge of the diagnosis, repair & debugging of software & hardware automation.
• Able to work independently.
• Problem-solving aptitude.

Nice-to-haves

• Knowledge of Automated refill centers and pharmacy management systems a huge plus.
• In-depth knowledge of the diagnosis, repair & debugging of software & hardware automation (PLC experience a plus).
• Technical writing experience.
• DevOps experience.
• Knowledge of local networking, including Ethernet and TCP/IP configuration.
• Computer hardware, networking and communication knowledge.
• Prior Software Engineer Field Service Support experience.
• Prior Technical Leadership experience.

Benefits

• Competitive compensation package including base pay and potential bonuses.
• Annual bonus or long-term incentive opportunities may be offered.