Senior Technical Support Engineer | Cincinnati, OH or Remote (Eastern Region US)

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by Johnson & Johnson, so some details may not match this job. The employer's own page has the real description.

Overview

The Senior Technical Support Engineer at Johnson & Johnson is responsible for delivering exceptional support and solutions to our clients while ensuring optimal performance of our products and services. This role combines technical troubleshooting, customer engagement, and collaboration with various departments to enhance product functionality and client satisfaction. The successful candidate will play a crucial role in diagnosing complex issues, implementing solutions, and providing guidance to both clients and internal teams, thereby contributing to the continued success and innovation of Johnson & Johnson's offerings.

Job Responsibilities

• Provide advanced technical support to clients, resolving complex issues and ensuring high levels of customer satisfaction.
• Diagnose and troubleshoot product and system issues, collaborating with engineering and development teams as needed.
• Document incidents and root cause analyses, generating knowledge base articles to improve future support efforts.
• Conduct training sessions for clients and internal teams on product capabilities and common troubleshooting techniques.
• Participate in product release cycles, offering input on potential supportability issues and enhancements.
• Develop and implement support strategies that enhance efficiency and streamline processes.
• Act as a mentor and guide for junior support staff, sharing knowledge and best practices.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in technical support or a similar role.
• Strong knowledge of software troubleshooting, networking issues, and system performance optimization.
• Proficient in using various troubleshooting tools and techniques.
• Excellent written and verbal communication skills, with the ability to convey complex technical information to non-technical stakeholders.
• Familiarity with customer relationship management (CRM) software and support ticketing systems.
• Ability to work independently and collaboratively in a fast-paced environment.

Technologies & Tools

The Senior Technical Support Engineer will utilize a variety of technologies and tools to diagnose issues and provide support. This includes remote desktop tools, monitoring software, ticketing systems like ServiceNow or Salesforce, and documentation platforms such as Confluence. Proficiency in these tools is essential for efficient incident resolution and communication within teams.

Ideal Candidates

The ideal candidate for the Senior Technical Support Engineer position will be someone who demonstrates strong analytical and problem-solving abilities, coupled with a passion for customer service. They should exhibit excellent interpersonal skills, allowing them to connect with clients and team members effectively. The ability to remain composed under pressure, manage multiple priorities, and approach challenges with a solution-oriented mindset will significantly contribute to success in this role. Furthermore, a proactive attitude towards continuous learning and adaptation to new technologies will enhance their effectiveness in a rapidly evolving environment.