Technical Support Engineer – Unity Software

Accountabilities Provide technical support to clinical laboratory customers using the Unity software suite, ensuring timely and effective issue resolution.

Respond to inbound customer requests and technical inquiries while consistently meeting established service and performance metrics.

Take ownership of support cases from initial contact through investigation, troubleshooting, resolution, and closure.

Accurately document customer interactions, technical findings, and case updates within Salesforce Lightning CRM.

Assist customers with software installations, upgrades, configuration, and troubleshooting during scheduled support sessions.

Develop deep product knowledge of the Unity software platform to provide expert guidance and proactive customer assistance.

Collaborate with technical support specialists and cross-functional teams to resolve complex issues and continuously improve support processes.

Deliver a professional, customer-first experience while maintaining high standards of communication and service quality.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related technical field, or an Associate's degree with at least two years of relevant professional experience.

Minimum of 2 years of experience in technical support, customer service, or a call center environment.

Strong verbal and written English communication skills with excellent customer interaction abilities.

Ability and willingness to work during U.S. business hours.

Strong analytical thinking, troubleshooting skills, and a proactive approach to problem-solving.

Experience supporting U.S.-based customers is considered an advantage.

Familiarity with Salesforce Lightning CRM; experience with Microsoft Dynamics 365 is a plus.

Background supporting IT systems within healthcare, life sciences, biotechnology, or laboratory environments is preferred.

Knowledge of SQL Server, TCP/IP networking, quality control (QC) principles, and healthcare integration technologies such as ASTM, HL7, Mirth Connect, OKTA, or Citrix is advantageous.

Ability to work independently while collaborating effectively within a distributed team environment.

Benefits

Remote work opportunity based in India.

Opportunity to work with innovative software solutions supporting the healthcare and laboratory industry.

Collaborative and inclusive work environment focused on learning and professional development.

Exposure to cutting-edge technologies, including AI-driven solutions and enterprise software platforms.

Career growth opportunities within a fast-growing technology organization.

Diverse and supportive workplace that values innovation, teamwork, and continuous improvement.

Opportunity to collaborate with experienced technical professionals and global customers.

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