Omnicell, Inc. Technical Specialist in Raleigh, North Carolina

Technical Specialist


Technical Specialist

Technical Specialist are highly skilled support engineers with extensive product knowledge and systems hardware and software support experience. They are the top level of support within the Technical Assistance Center function and are ultimately responsible for resolving the most complex customer technical issues. Possessing a broad background of technical expertise ranging from digital networking, hardware controls and communications systems to Windows operating systems and network administration as well as database, IIS, and domain administration which they can draw upon to pinpoint issues and offer fast and accurate resolutions for customer issues.

Technical Specialist work closely with Development Engineering in identifying and resolving hardware and software defects. They also work with Development Engineering on new product development, Beta support and technical training. Technical Specialist also lead specialized support desk projects to improve support tools and training. Technical Specialist also differentiate from lower levels of support with increased responsibilities around critical independent decision making and independent customer management.


  • Provide 3rd level engineering support within the Technical Assistance Center

  • Take ownership of escalated calls from 1st or 2nd level engineers and resolve complex customer technical issues.

  • Diagnose if issues are related to application defects, Database defects, Server/Domain/Client environment, Network issue, and or Hardware issues

  • Administer Databases, create database jobs, and diagnose Database related issues.

  • Maintain timely and routine communication with customer on progress of work

  • Document activities in CRM database

  • Take ownership of proactive application alerts and resolve the application issue or escalate to 4th level if an application, Database or environment defect is recognized.

  • Work with Development Engineering and on possible defects as identified via reported customer problems

  • Troubleshoot, verify and test to validate possible defects

  • Pull appropriate information from customer site to validate issue

  • Verify “fix” provided by Development or vendor and make recommendation on implementation

  • Communicate with customer regarding intended fix and timeline

  • Work with Development Engineering on new product development

  • Ownership of specific features relevant to the support environment

  • Request new features which could: (1) enhance product serviceability, (2) improve support efficiency and productivity, and/or (3) improve customer uptime

  • Support Beta projects as technical resource

  • Participate in the development cycle to provide inputs in features that will improve supportability

  • Train other support engineers on the new and existing features

  • Lead specialized projects to develop tools and training to advance Help Desk efficiency and productivity

  • Research and evaluate support tools

  • Develop Project plans and manage timelines

  • Develop tools within scope of expertise

  • Participate in weekly meetings covering the top X issues facing the support staff with appropriate engineering teams

  • Author knowledgebase solutions and review/approve submitted objects for technical accuracy

  • Manage and Mentor other support Engineers

  • Mentor 1st and 2nd level engineers to improve their skills and product support expertise

    Participate in Customer meetings to intervene with resolving problems of high severity

Required knowledge and Skills:

  • Strong planning, organizational and presentation skills necessary

  • PostgreSQL management (schedule jobs, run backup/restore, administer security, validate indexing, etc.) Ability to diagnose Database issues such as deadlocks, memory & CPU utilization issues.

  • Strong partnering and collaborative skills as they relate to customer management in a time critical support environment. Ability to team with co-workers and engineering to rapidly resolve customer issues thru joint problem solving

  • Builds customer relationships built on trust, execution of commitments and true empathy for the customer’s situation

  • Verbal and written communications must be professional, clear, accurate and in the language our customers can easily understand

  • Strong planning, organizational and presentation skills necessary

  • Must be a self-starter who is able to work independently with little direction

  • Analytical thinker and excellent problem solver

  • Enjoys a fast-paced environment

  • Ability to adapt to new technologies and become efficient users of the technology.

  • Ability to work as a team player.

  • Excellent attention to details.

  • Strong communication skills.

Basic Qualifications:

  • High School Diploma

  • 2 or more years of demonstrated work experience in a technical support role with direct customer contact

  • 2 or more years of work experience with strong knowledge of: PostgreSQL programming; must be able to create and run statements to troubleshoot complex database issues

  • 2 or more years of work experience supporting and troubleshooting Unix/Linux command line environment.

Preferred knowledge and Skills

  • Associate’s degree

  • Technical Certification

  • Experience supporting a commercial application

  • Knowledge of healthcare or pharmacy systems

  • Experience in Java programming language

  • Knowledge of web application security best practices

Work Conditions:

  • Office environment

  • Occasional work from home (requires functional, quiet environment)

  • Must be able to be On call 24/7 days a week

  • Occasional travel for urgent customer support needs (5%)

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.