Principal Support Engineer
Company: Henry Schein One
Location: American Fork
Posted on: May 27, 2023
Job Description:
***This position is Remote*** -SummaryThis position provides a
top-level of expertise in both the front-end and back-end
technologies, utilizing fine-tuned troubleshooting techniques and
internal and external resources and tools. They will work
cross-departmentally with Development, Product Management,
Security, Subject Matter Experts (SMEs), and the Escalation team to
reduce customer effort and case resolution times. Proactively
monitor hosted environments and provide recommendations to Product,
Engineering, and Architecture. - -What you will do -
- Exceeding internal and external customer expectations by
providing an individually tailored service experience. -
- Provide systematic software enhancement recommendations to
Product, Engineering, and Architecture. -
- The identification, creation, fixing, and representation of
software bugs. -
- Lead field investigations and prepare presentations when
applicable. -
- Meet and exceed Service Level Agreements through effective case
management. - -
- Mentoring and Assisting Backline teams with technical
engagements. -
- Prepare and Present product Essential Training sessions. -
- Assisting Subject Matter Expert (SMEs) in organizing knowledge
distribution and training. -
- Provide in-depth troubleshooting, analysis, and workarounds on
advanced and complex issues. -
- Mentor and provide training regarding how to approach and debug
complex systems. -
- Works directly with stakeholders to assure resolution of
critical issues. -
- Proactively identify and resolve issues by utilizing APM tools.
-
- Partner with DevOps, Engineering, Support, and end-users in
resolving issues/problems in both premise and hosted environments.
-
- Work with External Vendors, log tickets, and follow the process
to solve issues in given SLAs. -
- Follow ITIL processes (Change management, configuration
management, Root Cause Analysis, and Problem Management). -
- Participate in War Room sessions to drive critical issue
resolution. -
- Provide on-call and after-hours support as needed. -
- Adhere to team processes, align with team objectives and goals.
-
- As directed, performs special projects. -
- Following company policy for expense reporting. -Qualifications
-Required:
- Typically, High School education, vocational training and/or
on-the-job training. -
- Typically, eight or more years of increasingly related
experience. -
- Demonstrate ability to read, write and debug code. -
- Experience with network and system architectures such as
servers, databases, load balancers, and routers. -
- Experience with Enterprise networks (servers, topology,
connectivity, etc.). -
- Proficient with SQL and other relational databases. -
- Proficient with AWS and other cloud technologies. -
- Experience with Agile project management and---software
development methodology. -
- Active Directory - multi-domain structure & GPO management.
-
- Demonstrate ability to perform heap and memory analyses, LAN
trace, Profiler, JDK tools, and other troubleshooting techniques.
-
- Experience with Application Performance Management (APM)
platforms. -
- Experience with SSL, Certificates, Cryptography, and other
server security. -
- Ability to write precise and instructive Knowledge Base
articles about technical issues. -
- Extensive customer service experience and training. -
- Excellent customer relationship and advocacy skills. -
- Experience with providing customer centered technical support.
-
- Demonstrated history of strong customer service skills. -
- Superior troubleshooting skills. -Nice to have:
- Bachelor's Degree. -
- Master's Degree. - -The posted range for this position is
$95,040.00 - $166,320.00 -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 12.5% -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 -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: Henry Schein, Inc. -is an Equal Employment Opportunity
Employer and does 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 Alaska, North Dakota, Hawaii, West
Virginia, Maryland, Delaware, Puerto Rico, or other US Territories
at this time.Powered by JazzHR
Keywords: Henry Schein One, Salt Lake City , Principal Support Engineer, Education / Teaching , American Fork, Utah
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