Technical Support Lead

Role & responsibilities Advanced Troubleshooting & Issue Resolution:

1. Serve as the point of escalation for complex technical issues that cannot be resolved by L1/L2 teams.
2. Investigate and resolve high-priority incidents, system outages, and critical bugs in the pharmacy management software.
3. Work closely with other technical teams to resolve issues related to software performance, security, and functionality.
4. Conduct root cause analysis (RCA) to identify the underlying causes of recurring issues.

Software Support & Maintenance:

1. Offer guidance and troubleshooting for issues related to pharmacy workflow automation, inventory management.
2. Collaborate with the QA and testing teams to validate bug fixes, software patches, and version upgrades.

Software Development & Enhancements:

1. Contribute to the design, development, and testing of new features or modules within the pharmacy software.

Collaboration with Cross-functional Teams:

1. Work with the product management team to understand client requirements and provide technical solutions or recommendations.
2. Collaborate with other engineering teams (e.g., L1, L2, DevOps, QA) to ensure smooth communication and swift resolution of escalated issues.
3. Assist with client onboarding, training, and knowledge sharing related to the use of pharmacy software.

Documentation & Reporting:

1. Document troubleshooting steps, solutions, and known issues in knowledge management systems.
2. Write clear, concise technical documentation for both internal teams and clients.
3. Prepare reports on incident trends, system performance, and improvement suggestions.

Client Interaction & Training:

1. Interact with clients (pharmacy chains, healthcare organizations, hospitals) to understand issues, gather feedback, and provide high-level technical support.
2. Conduct training sessions or create training materials for internal teams or clients on advanced software functionalities.

Preferred candidate profile Technical Skills:

1. Proficient in at least one programming language (e.g., Java, Python, Node, Coffee Script).
2. Solid understanding of database technologies (e.g., SQL, PostgreSQL, MongoDB).
3. Experience with cloud platforms (AWS, Azure, Google Cloud).

Soft Skills:

1. Strong problem-solving and critical thinking abilities.
2. Excellent communication skills, both verbal and written.
3. Ability to work independently and in a team environment.
4. Customer-focused with a strong desire to resolve client issues efficiently.
5. Ability to manage multiple tasks, prioritize, and meet deadlines.
6. Familiarity with pharmacy workflows and operations.