Software Support Engineer

Position Description

As a Software Support Engineer for CoverMyMeds, you will use your skills to troubleshoot, analyze, design, deploy, program, debug and modify computer programs for commercial or end-user applications for McKesson and their customers.

This role acts as the first line of defense for triaging customer support issues, technical software deployment and assignments in addition to continuing to evolve and grow existing software programs.

You will analyze and investigate applications engineering tasks and prepare design specifications, analysis, and recommendations, ensure that system improvements are successfully implemented and monitored to increase efficiency.

On occasion, you may also be relied upon to complete tasks and other related projects / functions outside your primary position.

Making sure CoverMyMeds employees have diverse roles has been the backbone of our company’s success. Establishing departmental links across the CoverMyMeds organization (Support, Engineering, Project Management, Software and Production) are key to your success in this position.

Key Responsibilities :

Provide engineering support and service leadership to the organizations’ efforts to resolve complex customer technical issues.

Diagnose if issues are related to : application defects, database defects, server / domain / client environment or hardware issues

• Work with existing system software / code currently developed
• Work on system wide mechanical and software during start-up - Expected to organize and direct the transition from start-up thru warranty period to support / maintenance contract
• Archive all internal machine functional specifications and hardware architectures for service reference
• Supporting onsite troubleshooting with the assistance from a remotely located developer
• Align and streamline documentation protocols
• Document activities in databases (JIRA, WIKI, STASH) and author knowledge base documentation on troubleshooting issues related to software products and hardware devices, and work with the training / documentation team to aid in knowledge sharing
• Actively participate in cross functional teams that may include Software Engineering, Product Management and Hardware Engineering on feature design and requirements
• Participate in on site meetings to help in resolving problems of high severity and to manage customer and vendor relationships from a support standpoint
• Develop & assist with proper project management procedures
• Program interfacing with McKesson R&D programs

Minimum Requirements

Bachelor’s degree or equivalent experience in diagnosing and troubleshooting software and hardware automation, and 4+ years’ experience providing technical support and / or in-field work within Software Development.

Critical Skills

• Experience writing queries and reports in relational databases (MariaDB or SQL Server)
• C# and / or Java programming experience required
• NET technology experience
• Must have experience in a customer facing role with strong written and verbal communication skills
• Experience providing technical support and guidance to product support teams, software engineers and onsite technicians
• Good understanding of Microsoft Windows and Windows domains, servers, workstations, printers and firewalls
• Experience with troubleshooting software and hardware issues remotely is a must
• In-depth knowledge of the diagnosis, repair & debugging of software & hardware automation
• Able to work independently
• Problem-solving aptitude

Preferred Skills

• Knowledge of Automated refill centers and pharmacy management systems
• In-depth knowledge of the diagnosis, repair & debugging of software & hardware automation (PLC experience)
• Technical writing experience
• DevOps experience
• Knowledge of local networking, including Ethernet and TCP / IP configuration
• Computer hardware, networking and communication knowledge
• Prior Software Engineer Field Service Support experience
• Prior Technical Leadership experience

Working Conditions

• Environment is pharmaceutical mail order / distribution plant; some time as work from home’ possible
• Must be authorized to work in the U.S.; Sponsorship is not available for this position

Physical Requirements

• Must live within a commutable distance to Frederick Maryland area
• May need to stand and crouch for extended periods while troubleshooting machines / equipment
• Ability to travel locally as needed up to 50-60% (commuting to customer site)
• Ability to work on-call support over weekends, evenings, and holidays

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

$105,200 - $175,300