Product Application Support

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

We are seeking a highly skilled and motivated Technical Product Support Rep to support RetinaOS as a critical bridge between our front-line customer support and software development team. This role demands a proactive problem-solver who can effectively communicate technical solutions and ensure seamless operations across our technology landscape.

Key Responsibilities

• Diagnose and Resolve: Tackle complex technical issues by identifying whether they stem from application defects, database inconsistencies, server/domain/client environments, or hardware malfunctions.

• System Updates: Perform limited updates to production systems to expedite issue resolution and maintain system integrity.

• Defect Triage: Act as the first line of defense in triaging complex defects, ensuring they are accurately documented and communicated to the software development team.

• Vendor Coordination: Collaborate with vendors when necessary to ensure cohesive operations and issue resolution.

• Meetings and Collaboration: Participate in customer and vendor meetings as well as stand-up meetings to provide status updates and align on ongoing projects.

• Service Management: Respond promptly to service requests and incidents, ensuring all interactions reflect our commitment to superior customer service.

• Defect Documentation: Meticulously document defects found in the production environment for future reference and resolution.

• Knowledge Sharing: Communicate known issues and workarounds to the support team, providing estimated timelines for permanent fixes.

• Documentation: Record all activities in the CRM system create knowledge base and/or training materials for troubleshooting.

Minimum Requirement

Degree or equivalent and typically requires 4+ years of relevant experience.

Critical Skills

• Database Proficiency: 2+ years of experience querying databases using SQL. The ability to update databases is a plus.

• Technical Acumen: A solid understanding of software systems is essential, with additional experience in using Postman, GitHub, and AWS tools such as S3, CloudWatch, and Lambda considered a plus.

• Tableau Server Management: Experience in managing Tableau jobs is advantageous.

• Problem Solving: Demonstrated ability to troubleshoot and diagnose complex technical issues with a detail-oriented approach.

• Organizational Skills: Exceptional organizational and prioritization skills with an unwavering attention to detail.

• Analytical Thinking: Strong analytical, problem-solving, and decision-making capabilities.

• Communication: Excellent written and verbal communication skills, with the ability to articulate technical concepts to non-technical audiences.

• Customer Focus: A strong customer service orientation and experience in incident management and problem resolution.

• Independence: Able to work independently and take initiative in a fast-paced environment.

Work Environment / Physical Requirements:

• This position works remotely from home and requires prolonged sitting in front of a computer.

• This role will require trave