Technical Support Engineer, Tier 2 Pharmacy

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).

When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software. 

The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day.

The primary focus of this role is to troubleshoot and resolve technical issues that are reported by Pharmacy/Home Infusion customers and then escalated from our Tier 1 Support Teams. They will also work to test, reproduce, and document cases that need to be escalated to the Development Team.

Let’s talk about Responsibilities

• Triage and prioritize escalated customer cases from the Customer Support Tier 1 Pharmacy Team.
• Communicate with the Customer Support Tier 1 Pharmacy Team and customers to define software cases.
• Use SQL database queries and scripts to gather detailed information on customer support cases.
• Identify and provide workarounds for customer cases whenever possible.
• Design, test, and implement simple data scripts.
• Provide case updates and case resolutions to customers promptly in accordance with our priority and communication guidelines.
• Communicate effectively with Implementation and new customers during go-lives.
• Provide best practice direction on software used to help users avoid the recurrence of cases.
• Hands-on contributor responsible for providing documented examples, test scenarios, and software defects to development and product teams for case resolution.
• Engage with product and dev teams regularly to help determine complex pharmacy issues.
• Onboard new pharmacy resources.  Must be able to mentor and share product knowledge to peers.
• Participate in beta testing as needed to help troubleshoot customer issues and learn about upcoming product features.
• Stay abreast of current technology in products, design changes, and new products offered
• Comply with all federal and state laws, rules, and regulations governing the practice of pharmacy and the delivery of medical equipment and supplies

Let’s talk about Qualifications and Experience

• 2+ years of customer support experience, preferably in a Pharmacy software environment.
• Experience with pharmacy workflows and processes such as patient registration, order entry, clinical monitoring, dispensing, compounding, NCPDP adjudication, inventory management
• Strong understanding of pharmacy infusion, DME industry and pharmacy billing
• Demonstrate an ability to learn complex business software and master best practice use of the software
• Must have excellent attention to detail and an understanding of how to investigate and troubleshoot software issues and find workarounds for those issues.
• Must have strong technical skills, including an ability to understand basic SQL syntax for investigating software issues and making changes to data.
• Strong analytical capabilities, problem-solving skills, data analysis techniques, and common database query skills
• Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers.
• Strong interpersonal and communication skills.
• Bachelor’s degree.
• Certified Pharmacy Technician
• Brightree Pharmacy software experience
• Basic understanding of the Pharmacy, DME industry, and healthcare industry

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current base range for this position is: $32.01/hr - $48.01/hr

​For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.