Technical Support Specialist

Technical Support Specialist - SoftWriters

More than a technology company.

Empower LTC Pharmacies. Save Lives. Build the Future of Healthcare Technology.

About SoftWriters

SoftWriters develops innovative IT solutions that empower long-term care (LTC) pharmacies to deliver life-saving medications more efficiently and accurately. As a voted top workplace in Pittsburgh, we combine meaningful work with a collaborative culture where your contributions directly impact patient care.

The Opportunity

We're seeking a Technical Support Specialist to join our growing team and help shape the future of healthcare technology.

SoftWriters is on a Mission to Save Lives! As a pioneer and market leader in long-term care pharmacy technology, we are proud to develop complex software and services that help pharmacies to deliver superior patient care to the most fragile population in the U.S. We are passionate about building the best company, achieving the #1 Top Workplace designation in Pittsburgh. We value quality, cultivating diverse teams, delivering successes and results, collaboration, innovation, thought leadership, integrity, teamwork, and growth.

The Technical Support Specialist is a dynamic problem solver responsible for providing expert technical product support to clients and IT Partners. This role focuses heavily on helping customers troubleshoot, configure, deploy, and upgrade the SoftWriters suite of products.

Location: Hybrid - Pittsburgh, PA

Reports To: Manager, Application Support

What You'll Do

• Meets with customers/technical representatives to uncover their goals, challenges, and processes that directly tie into higher-level troubleshooting of inquiries.
• Identifies and makes recommendations to customers on best practices for customer side technology that can improve efficiency, reduce costs, or mitigate pain points.
• Analyze customer architecture as part of the higher-level assessment to get to the source of complex issues.
• Acts as a Liaison for customers to convey hardships of escalated inquiries and works with product and development to get to the source of these inquiries to collectively and strategically move forward in the most meaningful direction.
• Acts as the SME for Customer Support on IT infrastructure, performance, and security issues.
• Guides and Mentors analysts through in-depth complex troubleshooting.
• Able to understand the impact of third-party applications and hardware that create unique client-side issues (i.e. Antivirus, Security Appliances, Firewall, Active Directory Policies, Citrix style environments).
• Explain technical solutions in a clear and understandable way. (No Jargon, breaking things down to the technical level of your audience without offense.)
• Help guide team on latest security protocols by guidance of our IT team to ensure our team is prepared for potential security vulnerabilities.
• Documents complex material of past inquiries to help drive quicker solutions for the broader team in the future.
• Stay up to date on technical and security trends and relay that information to the broader team.
• In-depth understanding of data mapping throughout the data journey of our products to ensure no gap in service analysis occurs.
• Supports developers/engineers, and product management with design recommendations based on escalated events / inquiries / trends in requested support.
• Through escalations ensure all components-software, hardware, and cloud services-work together.
• Database Performance Analysis: Collaborate with DBAs to diagnose query plans, indexes, memory pressure, and SQL caching issues impacting application performance.
• SQL Troubleshooting: Use scripts to identify blocking scenarios, assess SQL job impacts, and interpret stored procedures during system issues.

What We're Looking For

Required:

• Education: Bachelor's degree Information Technology and/or equivalent education as well as experience in computer, software, or a related field.
• Experience: Minimum of 2 years in technical customer support or a related field.
• Web Technologies: Proficiency in web application troubleshooting, including knowledge of IIS, SQL databases, and security practices. Experience with API management tools (e.g., Postman). Proficiency in RESTful APIs, JSON, and XML.
• Networking: Understanding of networking concepts (SMTP, TCP/IP, DNS, firewalls).
• Certifications: CompTIA A+ and CompTIA Network+ certifications preferred. Familiarity with X509 certificates is a plus.
• Customer-Centric Approach: Strong commitment to providing excellent customer service.
• Problem-Solving: Ability to analyze complex issues, think critically, and find effective solutions.
• Communication: Excellent verbal and written communication skills.
• Hybrid Work Environment: Comfortable working both remotely and on-site.
• Experience with scripting languages (e.g., PowerShell) is a plus.

Why You'll Love Working Here

Meaningful Work: Your expertise directly supports pharmacies serving some of the most vulnerable patient populations in the United States.

Modern Work Environment: Brand new, high-tech office with stunning Pittsburgh city views, located directly on the North Shore waterfront.

Recognized Top Workplace: Consistently voted one of the best places to work in Pittsburgh.

Work-Life Balance:

• Hybrid work policy with flexible hours
• Remote-Work Bank for additional flexibility
• Paid parking provided
• PTO day on your birthday
• Floating holidays

Comprehensive Benefits:

• Competitive salary
• 100% paid parental leave
• 401(k) with company match
• Comprehensive medical, dental, and vision coverage
• Life and disability insurance

Growth-Focused Culture:

• Continuous learning and development opportunities
• Cross-functional collaboration
• Clear career advancement paths
• Opportunities to expand technical expertise across infrastructure, security, database performance, and application support

Our Values in Action

• Innovators, Thought Leaders, Teachers: We invest in your growth and encourage knowledge sharing.
• Accountability and Ownership: Take initiative, own outcomes, celebrate wins.
• Customer-Centric: Direct connection to the pharmacies and patients we serve.
• Unyielding Integrity: Ethical decision-making in everything we do.
• One Team, Family Spirit: Collaborative environment where everyone's success matters.

Ready to Apply?

Join a team where your technical expertise directly supports healthcare technology solutions that improve lives. We're looking for a customer-focused problem solver who is passionate about troubleshooting complex issues, collaborating with cross-functional teams, and driving exceptional customer outcomes.

Note: This position does not sponsor work visas and requires the ability to work hybrid from our Pittsburgh office. Relocation assistance is not provided.

SoftWriters, Inc. is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, sexual orientation, national origin or citizenship status, age, disability, genetic information or veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.