Technical Support Engineer

Location

• Cranberry, PA
• Fort Worth, TX
• St Petersburg, FL

Department

Technical Support

Reports to

Manager, Advanced Technical Support

Shift Coverage

• Second Shift: 4 pm‑Midnight (EST). Mandatory Sundays, 5 day 8 hour shift. Monday through Friday will vary week to week.
• Daylight Shift: 8:30‑10:30 am variable start time (EST), Mandatory Sundays, 5 days, 8 hour shift, with Monday through Friday varying week to week.

Why Join Omnicell?

At Omnicell, we are on a mission to create a safer, more efficient future in healthcare—one where medication errors become a thing of the past. As a Technical Support Engineer, you’ll be at the forefront of supporting our customers across hospitals, health systems, and care facilities who rely on our automation, intelligence, and innovative solutions every day.

You’ll be joining a collaborative, solutions‑driven organization that values curiosity, diverse perspectives, creative problem‑solving, and continuous development. Your work will have a direct impact on clinicians, pharmacists, and—most importantly—patients.

What You’ll Do

As a Technical Support Engineer, you will:

Primary Impact

• Ensure rapid, accurate, and customer‑focused support that keeps Omnicell products operating seamlessly within healthcare environments, directly influencing patient safety and provider efficiency.

Key Responsibilities

• Serve as the first point of contact for all computer, system, and Omnicell product inquiries, providing timely and professional support through phone, email, and direct consultation.
• Take full ownership of support cases from intake through resolution, ensuring an exceptional customer experience and increasing overall customer satisfaction.
• Troubleshoot issues across mechanical, hardware, pneumatic, software, and network components.
• Research, diagnose, and resolve customer issues while documenting all findings, solutions, and case updates in detailed, clear reports.
• Educate customers with best practices, troubleshooting steps, and preventative guidance to minimize future issues.
• Use internal tools, knowledge bases, and cross‑team collaboration to identify the fastest and most accurate path to resolution.
• Identify patterns and trends across customer sites that may indicate emerging issues, ensuring proactive action and escalation when necessary.
• Prioritize multiple open cases simultaneously and determine when issues require escalation to specialized teams.

Who You Are

Minimum Qualifications

• Associate’s Degree
• 2+ years of experience troubleshooting computer hardware/software
• 2+ years in a technical support role with direct customer interaction

Preferred Qualifications

• Bachelor’s Degree in Computer Science, IT, or Electro‑Mechanical fields
• Prior Technical Support Engineer experience
• Certifications in Microsoft, Linux, Cisco, or related technologies
• Strong SQL and Oracle knowledge
• Experience with Windows/Linux/Mac OS environments
• Familiarity with remote desktop tools or ticketing systems (e.g., Zendesk)
• Experience troubleshooting electro‑mechanical systems
• Experience with customer‑facing support in a healthcare or regulated environment
• Strong knowledge of Microsoft operating systems
• Hands‑on experience with computer hardware components (e.g., monitors, printers, power supplies)
• Excellent verbal and written communication skills
• Ability to diagnose complex technical issues involving software, mechanics, electrical systems, or pneumatics
• Ability to multitask and remain composed under pressure

How You’ll Elevate At Omnicell

At Omnicell, success is shaped not just by what you do, but how you do it. Our Elevate Behaviors are integrated into everyday work. As a Technical Support Engineer, you will:

• Collaborate – Partner closely with peers, engineering teams, and cross‑functional groups to troubleshoot complex issues and share customer insights.
• Inspire – Provide calm, confident guidance to customers during system outages or urgent situations, reinforcing trust in Omnicell solutions.
• Develop – Continuously build your technical expertise across hardware, software, networks, and electro‑mechanical systems while helping customers learn troubleshooting best practices.
• Execute – Manage cases with urgency, set clear priorities, and follow through on commitments to deliver timely, accurate resolutions.
• Impact – Identify recurring issues or emerging trends and surface opportunities to improve product reliability and customer experience.

Work Conditions

• Office environment or work‑from‑home setting with a quiet and reliable workspace
• Must be able to work a fluctuating schedule, including on‑call rotations
• Occasional travel (approx. 5%)