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Tier 2 Application Support Engineer

Tier 2 Application Support Engineer

VPLColumbus, OH, United States
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Who We Are

At VPL, we deliver visibility and resiliency to clinical supply chains.

Our Smart Supply Chain Platform improves procurement-through-fulfillment processes, reducing costs, increasing transparency, and enhancing operational efficiency across healthcare systems.

Trusted by over 700 hospitals and 6,000+ suppliers, with a 97% customer retention rate, we serve IDNs, outpatient centers, pharmacies, and critical access providers with savings, insights, and peace of mind.

Who We're Looking For

We are seeking a Tier 2 Application Support Engineer to support our hybrid SaaS / on-premise pharmacy shipping solution. This role is ideal for someone who enjoys solving complex technical issues, working with integrated systems, and communicating clearly with customers.

The platform includes a remotely installed Windows Server application, PostgreSQL database, and a desktop UI on shipping workstations. It integrates with carriers, couriers, and pharmacy dispensing systems.

What You'll Do

  • Respond to and resolve escalated technical issues from Tier 1 support
  • Troubleshoot software deployed on remote pharmacy infrastructure, including :

Windows Services and background jobs

  • PostgreSQL database availability and performance
  • Desktop UI issues on pharmacy shipping workstations
  • Investigate and resolve integration issues with :

    • Shipping carrier and courier APIs

  • Pharmacy dispensing system APIs
  • Use log files, remote access tools, and diagnostic utilities to analyze and resolve issues
  • Communicate complex technical concepts clearly and professionally to pharmacy users and customer IT teams
  • Collaborate with Engineering, DevOps, and Customer Care to ensure timely and complete resolutions
  • Document solutions and create knowledge base articles for internal and customer use
  • Research recurring issues and suggest improvements to product and support processes
  • Provide feedback to improve the overall customer support experience
  • Maintain high standards of written and verbal communication in all interactions
  • Engage effectively with both internal stakeholders and external partners to drive outcomes

    • What You'll Bring

  • 2+ years' experience in a customer-focused environment, preferably in a Tier 2 support or application support engineering role
  • Strong troubleshooting experience with :

    • Windows Server (services, logs, Event Viewer)

  • PostgreSQL or other relational databases
  • Windows desktop applications
  • Experience supporting or deploying software in a remote / field installation environment
  • Familiarity with shipping or logistics integrations (e.g., FedEx, UPS, USPS)
  • Strong ability to analyze logs and debug multi-component systems
  • Experience using CRM / helpdesk systems (e.g., Zendesk, Salesforce)
  • Proficiency with Microsoft Office
  • Positive and enthusiastic attitude with a businesslike and professional communication style
  • Demonstrated ability to research, document, and resolve customer inquiries effectively
  • Experience working with SaaS applications
  • Background in technical sales engineering, implementation, or technical support.
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    Application Support Engineer • Columbus, OH, United States

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