Technical Support Engineer – Unity Software

• Handle inbound customer calls related to the Unity Software suite.
• Assist clinical laboratories in resolving software-related issues.
• Document customer interactions and cases in Salesforce Lightning CRM.
• Manage customer cases through resolution and closure.
• Participate in scheduled calls supporting software installations, upgrades, or complex issue resolution.
• Handle customer requests and complaints according to procedures and meet or exceed performance metrics.
• Take ownership of customer relationships and promptly resolve Unity software issues.
• Learn and master Unity software product offerings and understand their customer benefits.
• Collaborate with Technical Support Specialists and contribute to new product offerings in laboratory healthcare.

• Bachelor’s degree in IT, computer science, or a related technical field, OR an Associate’s degree in a related field with at least 2 years of relevant experience.
• Minimum of 2 years of customer service or call center experience.
• Strong English communication skills (written and verbal).
• Willingness to work U.S. service hours, Monday–Friday, 5 AM–4 PM Pacific Time.
• Strong problem-solving skills with a customer-focused approach.
• Preferred: Experience supporting U.S.-based customers.
• Preferred: Experience with Salesforce Lightning CRM; familiarity with D365 is a plus.
• Preferred: Background in IT within life sciences, biotech, or medical/laboratory environments.
• Preferred: Knowledge of SQL Server and TCP/IP connections.
• Preferred: Understanding of quality control (QC) principles and QC data management tools.
• Preferred: Experience with OKTA, Citrix, ASTM/HL7, and Mirth Connect.
• Preferred: Availability to work the later shift, 7 AM–4 PM Pacific Time.

• Dynamic environment with strong customer and partner networks
• Culture of innovation, collaboration, and continuous learning
• Diverse and inclusive workplace
• Equal opportunity employer