[Hiring] Senior Technical Support Analyst @Haemonetics

Role Description

The Senior Technical Support Analyst provides advanced technical expertise in support of software products and system interfaces, serving as a key resource for complex customer issues and operational initiatives. This role is responsible for:

• Investigating and resolving escalated technical problems.
• Driving process improvements.
• Supporting special projects that enhance service delivery.
• Mentoring junior team members.
• Analyzing support trends and performance metrics.
• Recommending proactive solutions to improve customer experience, operational efficiency, and overall support effectiveness.

Qualifications

• Bachelor's Degree or certificate in the Computer Systems field, or equivalent combination of education and experience.
• 5 years demonstrated progressive experience in providing application support and software development for customers as well as supporting new product developments.
• Demonstrated complex problem-solving expertise and ability to learn and apply new technologies and methodologies.

Requirements

• Provides advanced technical expertise in support of software products, applications, and system interfaces, serving as a subject matter expert for complex customer and operational issues.
• Leads the investigation, troubleshooting, and resolution of technical support incidents, ensuring timely and effective responses in accordance with established policies, procedures, and service level expectations.
• Partners with cross-functional teams to identify, analyze, and resolve product, system, and process-related issues, driving improvements to service quality and customer satisfaction.
• Performs the analysis, design, development, and review of production scripts (data fixes, queries; ad hoc and production batch jobs - extract and update).
• Contributes to process improvement initiatives, operational excellence programs, and special projects designed to enhance support effectiveness and efficiency.
• Serves as a mentor and technical resource to junior analysts, providing guidance, knowledge sharing, and support for professional development.
• Maintains accountability for assessing emerging trends and recommending strategic changes that positively impact product support performance and business outcomes.
• Drives continuous improvement efforts by identifying opportunities to optimize processes, reduce issue recurrence, and improve the overall customer experience.
• Maintains technical documentation, support procedures, and knowledge management resources to promote consistency and operational effectiveness.
• Monitors and analyzes support trends, operational metrics, and recurring issues to identify root causes, recommend preventative measures, and implement proactive solutions.
• Participates in testing, validation, and implementation activities related to software enhancements, integrations, and system changes.

Benefits

• Competitive suite of benefits including a 401(k) with up to a 6% employer match and no vesting period.
• Employee stock purchase plan.
• Flexible time off for salaried employees.
• Accrual of three to five weeks’ vacation annually for hourly employees (based on tenure).
• Accrual of up to 64 hours (annually) of paid sick time.
• Paid and/or floating holidays.
• Parental leave.
• Short- and long-term disability insurance.
• Tuition reimbursement.
• Health and welfare benefits.