We are seeking a Technical Support Engineer to serve as the first point of contact for U.S.-based customers using our pharmacy automation systems within our professional delivery team. This hands-on, customer-facing role focuses primarily on software and system troubleshooting: understanding reported issues, reproducing customer environments, identifying causes, and guiding customers through remote resolution. The position combines work in our Port Washington office with work from home, with an expected 3 days per week in the office. Access to office-based test systems enables hands-on issue replication and collaboration. As part of a growing U.S. operation, this individual will also help build support resources, improve processes, and contribute to projects beyond day-to-day customer support.
Key Responsibilities:
Provide first-line technical support by phone and approved remote-access tools, meeting service-level commitments and prioritizing issues based on customer impact and urgency.
Use active listening and structured diagnostic questions to understand symptoms, recentchanges, customer workflows, and the environment in which an issue occurs.
Reproduce and simulate reported issues using office-based test systems; collect and analyze system data and logs to isolate software, configuration, connectivity, or hardware causes.
Guide customers with varying technical knowledge through approved troubleshooting steps, explain instructions clearly, and verify that functionality has been restored.
Maintain ownership of customer cases through resolution, including accurate ticket documentation, timely follow-up, and clear communication of progress and next steps.
Escalate issues beyond first-line support to Tier II technical support in Israel or coordinate onsite service as appropriate; provide complete diagnostic findings and remain engaged in customer follow-up.
Perform approved software upgrades and support system configuration and implementation activities within the role’s training and authorization.
Coordinate product returns through the return merchandise authorization (RMA) process when required.
Deliver customer training and develop knowledge-based articles, troubleshooting procedures, and how-to guides.
Identify recurring issues, share findings with technical and product teams, and contribute to service and product improvements.
Take initiative during periods of lower support volume to improve processes, develop support materials, and contribute to cross-functional projects as the business grows.
Follow applicable service documentation, complaint-handling, customer-site safety, and data-security procedures.
Required Qualifications:
At least three years of experience in technical support, software troubleshooting, systems implementation, or a related role supporting technology products that combine hardware and software.
Demonstrated ability to investigate software and system issues, reproduce reported problems, review diagnostic information, and work methodically toward resolution.
Working knowledge of operating systems, software configuration, connectivity, and remote troubleshooting tools, with the ability to learn product-specific systems.
Strong customer-service skills, including active listening, effective diagnostic questioning, patience, and the ability to communicate technical instructions clearly to nontechnical users.
Excellent verbal and written English communication skills, strong attention to detail, and accurate case documentation.
Ability to manage multiple customer issues, exercise sound judgment, work independently, and collaborate with a global technical team.
Comfort working in a growing business, taking ownership, and contributing to projects and process improvements beyond routine support.
Ability to work from the Port Washington office three days per week and meet the coverage and travel expectations described below.
Preferred Qualifications:
Experience supporting automation technology, medical devices, robotics, diagnostic equipment, or other complex technology systems.
A degree in software engineering, computer science, information technology, electronics, mechanical engineering, or a related discipline. Equivalent hands-on technical experience is also valued; an engineering degree is not required.
Experience with support and ticketing platforms such as Jira, Zoho, or Salesforce.
Experience with networking diagnostics, databases, scripting, or software testing relevant to troubleshooting connected systems.
Familiarity with AI tools for approved support-process automation, documentation, or workflow improvement.
Work Schedule and Customer Coverage:
Provide support to U.S.-based customers, with initial business activity concentrated on the East Coast.
Occasional adjustments to working hours, including support outside normal local business hours, will be needed to accommodate customer time zones and service needs.
As the business expands into the West Coast and other U.S. regions, customer coverage will extend across additional time zones.
Training and Travel:
Initial onboarding includes approximately two weeks of training in Israel, with additional training in New York as needed.
Ongoing travel is expected approximately once per quarter internationally and may include domestic customer visits monthly.
Travel may occasionally increase to approximately once per month based on customer needs, training, or project requirements.
