Note: The job is a remote job and is open to candidates in USA. STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. The Customer Technical Support Specialist Tier 3 provides expert technical support for STERIS Sterile Processing and Connectivity software products, focusing on delivering specialized support for complex issues and coordinating a team of Tier 1 and Tier 2 Specialists.
Responsibilities
- Provides primarily second-line telephone and/or desktop/server support via remote connection to customer servers
- Supports Tier 1 and Tier 2 Specialists on complex, high-profile or escalated issues
- Participates in 24/7 technical support coverage on rotational basis
- Designs complex custom reports/queries using proprietary software and MS SQL Server
- Performs complex bulk data updates, manipulations, and investigations as needed for Customers
- Assists Tier 1 and Tier 2 Specialists with complex data needs
- Analyzes log files and application and system diagnostics and metrics to identify advanced problems or issues. Collaborates with Customer IT staff to troubleshoot complex issues
- Investigates source code, configuration, databases and environments to resolve the most complex issues, escalating to developers as needed
- Documents activity, issues and resolutions for Customer support issues
- Provides expert technical expertise for implementation and upgrade calls with Customers
- Assists and advises Tier 1 and Tier 2 on complex Customer situations and requirements
- Loads data into Customer servers and assists Tier 1 and Tier 2 Specialists on complex data issues
- Performs all setup, installation, and configuration tasks for STERIS software and interfaces independently and supports Tier 1 and Tier 2 Specialists as needed
- Coordinates technical activities and tasks with Customer IT counterparts and assists Tier 1 and Tier 2 Specialists with topics requiring advanced expertise or experience
- Document activity and interactions with customer implementations and upgrades
- Provides direction to team of 3-6 Tier 1 and Tier 2 Specialists to distribute work and ensure tasks are completed in a timely manner
- Owns delivery of project work and Customer support to meet agreed upon timelines and objectives
- Assist in testing new proprietary software
- Identifies areas of software, implementation, installation or maintenance requiring improved documentation
- Writes, reviews and publishes documentation to support software
Skills
- BS in computer science or closely related field
- 3-9 years of experience working in technical support of computers, network, applications, etc
- 2+ years of experience in a Tier 2 level support role for a software or hardware company
- Experience in programming in MS Access, Java, Visual Basic, C# or similar language
- Hands-on working experience in MS SQL Server
- Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required
- The ability to diagnose hardware repairs on computers and equipment
- Must possess good interpersonal and communication skills to effectively communicate with customers via phone and email
- Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
- Must demonstrate attention to detail and responsibility in performing tasks
- Demonstrated knowledge of broad range of STERIS software solutions
- Ability to communicate well in high-pressure situations
- Ability to independently research and investigate problems in highly complex and variable environments
- Ability to manage Customer expectations by setting reasonable expectations and owning delivery of the solutions and outcomes
- Ability to administer projects and team resources to accomplish work tasks
- Physical location that is able to access high-speed internet
Benefits
- Competitive Pay
- Extensive Paid Time Off and (9) added Holidays.
- Excellent healthcare, dental, and vision benefits
- 401(k) with a company match
- Long/Short term disability coverage
- Parental Leave
- Additional add-on benefits/discounts for programs such as Pet Insurance
- Continued training and educations programs
- Excellent opportunities for advancement in a stable long-term career
Company Overview
STERIS is a leading provider of infection prevention and other procedural products and services, focused primarily on healthcare, pharmaceutical and medical device Customers. It was founded in 1985, and is headquartered in Mentor, Ohio, USA, with a workforce of 10001+ employees. Its website is http://steris.com.Company H1B Sponsorship
STERIS has a track record of offering H1B sponsorships, with 4 in 2026, 26 in 2025, 28 in 2024, 15 in 2023, 33 in 2022, 18 in 2021, 19 in 2020. Please note that this does not guarantee sponsorship for this specific role.