Sr Technical Support Analyst
Haemonetics
Summary
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, and supporting special projects that enhance service delivery. The successful candidate will mentor junior team members, analyze support trends and performance metrics, and recommend proactive solutions to improve customer experience, operational efficiency, and overall support effectiveness.
Job description
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.
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
- 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
- Must be legally authorized to work in the United States
Benefits
- 401(k) Matching
- Employee Stock Purchase Plan
- Flexible Time Off
- Paid Sick Time
- Paid Holidays
- Parental Leave
- Short-Term Disability
- Long-Term Disability
- Tuition Reimbursement
- Health & Welfare Benefits
Company overview
Haemonetics Corporation is a global leader in blood and plasma management solutions, founded in 1971 and headquartered in Boston, Massachusetts. As a publicly traded company listed on the NYSE under the symbol HAE, Haemonetics specializes in developing and manufacturing medical devices and systems for blood component collection, processing, and transfusion management. The company operates across three primary segments: plasma collection, blood center operations, and hospital transfusion services. Haemonetics' innovative product portfolio includes automated blood collection systems, surgical blood salvage devices, hemostasis management systems, and temperature regulation equipment for medical applications. With approximately 3,300 employees worldwide and operations in 16 countries, the company generates annual revenues exceeding $1.3 billion. Haemonetics has established itself as a critical partner to healthcare providers by offering comprehensive solutions that enhance patient safety, improve clinical outcomes, and optimize blood management workflows across the continuum of care.