Software Support and Development Engineer

Position Description

Software Support & Development Engineers (Technical Support and Development Engineer Tier 3) are highly skilled support and development software engineers with extensive product knowledge and systems software and hardware support experience.

They are the top level of support within the MPA support organization and are ultimately responsible for resolving the most complex customer technical issues.

Possessing a broad background of technical expertise ranging from all parts of the MPA software design, workflow, functionality, hardware controls and communications systems to Windows operating systems and IIS (Internet Information Services), which they can draw upon to pinpoint issues and offer fast and accurate resolutions for customer issues.

They are also part of software development in enhancing the software functionality.

Software Support & Development Engineers work closely with Software Development, Implementations, and Engineering in identifying and resolving software and hardware defects, new product development, Beta support and technical training.

They also lead specialized support desk projects to improve support tools and training.

Key Responsibilities (What You'll Do) :

• Provide 3rd level engineering support, take ownership of escalated calls from 1st or 2nd level support representatives / analysts and resolve complex customers technical issues.
• Diagnose if issues are related to : application defects, database defects, server / domain / client environment, and or hardware issues.
• Fix issues in the code and deploy the changes.
• Add process and alignment around installed system changes.
• Control system changes and activity to favor well tested deployments and experienced handling of modifications.
• Proactively managed installed systems and control changes.
• Provide hot fixes and configuration changes. Maintain operational system models for experimentation, testing, and problem reproduction.
• Document activities in CRM databases (JIRA, WIKI) and author knowledgebase documentation on troubleshooting issues for hardware devices.
• Work with the training / documentation team on new features.
• Partner with tier 1 and tier 2 and other areas of Customer Experience department to provide outstanding customer support.
• Mentor 1st and 2nd level engineers to improve their skills and product support expertise.
• Actively participate in cross functional teams that may include Software Engineering, Product Management and Engineering on HVS feature design and requirements.
• Participate in Customer site visits to intervene with resolving problems of high severity and manage customer relationships to represent the support team.

Minimum Requirements

3+ years’ experience of software development. And one plus year's experience providing technical support to product support teams, field engineers and technicians

Critical Skills

• 3+ years’ experience with support or development of C# applications.
• Strong knowledge of WCF and WPF
• Good understanding of Microsoft Windows and Windows domains
• Experience writing queries and reports in relational databases (MS SQL server or MySQL or Oracle)
• Experience with remote troubleshooting software and hardware issues remotely is a must.
• In-depth knowledge of the diagnosis, repair & debugging of software & computer systems
• Must have experience in a client facing role with strong written and verbal communication skills
• C++ experience with support or development a plus

Additional Knowledge & Skills

• Business and technical writing experience a plus.
• Able to work independently.
• Knowledge of local networking, including Ethernet and TCP / IP configuration
• Any experience in QA is a plus.
• Considerable problem-solving aptitude.
• Computer hardware, networking and communication knowledge.
• Knowledge of Automated refill centers and pharmacy management systems

Education

Bachelor’s degree in computer science or computer system engineering or engineering.

Working Conditions :

Environment (Office, warehouse, etc.) Office, remote candidates might be considered

Physical Requirements

General Office Demands

This position requires availability during the hours of 8am to 8pm EST (8am-5pm or 12pm 8pm) and it will involve on-call rotational support over weekends / evenings.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets.

In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

For more information regarding benefits at McKesson, please

Our Base Pay Range for this position

$44.71 - $74.51