[Remote] Customer Technical Support Specialist III (Eastern US)

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.ResponsibilitiesProvides primarily second-line telephone and/or desktop/server support via remote connection to customer serversSupports Tier 1 and Tier 2 Specialists on complex, high-profile or escalated issuesParticipates in 24/7 technical support coverage on rotational basisDesigns complex custom reports/queries using proprietary software and MS SQL ServerPerforms complex bulk data updates, manipulations, and investigations as needed for CustomersAssists Tier 1 and Tier 2 Specialists with complex data needsAnalyzes log files and application and system diagnostics and metrics to identify advanced problems or issues. Collaborates with Customer IT staff to troubleshoot complex issuesInvestigates source code, configuration, databases and environments to resolve the most complex issues, escalating to developers as neededDocuments activity, issues and resolutions for Customer support issuesProvides expert technical expertise for implementation and upgrade calls with CustomersAssists and advises Tier 1 and Tier 2 on complex Customer situations and requirementsLoads data into Customer servers and assists Tier 1 and Tier 2 Specialists on complex data issuesPerforms all setup, installation, and configuration tasks for STERIS software and interfaces independently and supports Tier 1 and Tier 2 Specialists as neededCoordinates technical activities and tasks with Customer IT counterparts and assists Tier 1 and Tier 2 Specialists with topics requiring advanced expertise or experienceDocument activity and interactions with customer implementations and upgradesProvides direction to team of 3-6 Tier 1 and Tier 2 Specialists to distribute work and ensure tasks are completed in a timely mannerOwns delivery of project work and Customer support to meet agreed upon timelines and objectivesAssist in testing new proprietary softwareIdentifies areas of software, implementation, installation or maintenance requiring improved documentationWrites, reviews and publishes documentation to support softwareSkillsBS in computer science or closely related field3-9 years of experience working in technical support of computers, network, applications, etc2+ years of experience in a Tier 2 level support role for a software or hardware companyExperience in programming in MS Access, Java, Visual Basic, C# or similar languageHands-on working experience in MS SQL ServerExperience with the configuration of personal and laptop computers, printers, and various other hardware and software requiredThe ability to diagnose hardware repairs on computers and equipmentMust possess good interpersonal and communication skills to effectively communicate with customers via phone and emailMust exhibit strong problem-solving and analytical skills to understand complex problems and situationsMust demonstrate attention to detail and responsibility in performing tasksDemonstrated knowledge of broad range of STERIS software solutionsAbility to communicate well in high-pressure situationsAbility to independently research and investigate problems in highly complex and variable environmentsAbility to manage Customer expectations by setting reasonable expectations and owning delivery of the solutions and outcomesAbility to administer projects and team resources to accomplish work tasksPhysical location that is able to access high-speed internetBenefitsCompetitive PayExtensive Paid Time Off and (9) added Holidays.Excellent healthcare, dental, and vision benefits401(k) with a company matchLong/Short term disability coverageParental LeaveAdditional add-on benefits/discounts for programs such as Pet InsuranceContinued training and educations programsExcellent opportunities for advancement in a stable long-term careerCompany OverviewSTERIS 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 SponsorshipSTERIS 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.