Tier 2 Application Support Engineer

Who We Are

At VPL, we deliver visibility and resiliency to clinical supply chains.

Our Smart Supply Chain Platform improves procurement-through-fulfillment processes, reducing costs, increasing transparency, and enhancing operational efficiency across healthcare systems.

Trusted by over 700 hospitals and 6,000+ suppliers, with a 97% customer retention rate, we serve IDNs, outpatient centers, pharmacies, and critical access providers with savings, insights, and peace of mind.

Who We're Looking For

We are seeking a Tier 2 Application Support Engineer to support our hybrid SaaS/on-premise pharmacy shipping solution. This role is ideal for someone who enjoys solving complex technical issues, working with integrated systems, and communicating clearly with customers.

The platform includes a remotely installed Windows Server application, PostgreSQL database, and a desktop UI on shipping workstations. It integrates with carriers, couriers, and pharmacy dispensing systems.

What You'll Do

Respond to and resolve escalated technical issues from Tier 1 support

Troubleshoot software deployed on remote pharmacy infrastructure, including:

Windows Services and background jobs

PostgreSQL database availability and performance

Desktop UI issues on pharmacy shipping workstations

Investigate and resolve integration issues with:

Shipping carrier and courier APIs

Pharmacy dispensing system APIs

Use log files, remote access tools, and diagnostic utilities to analyze and resolve issues

Communicate complex technical concepts clearly and professionally to pharmacy users and customer IT teams

Collaborate with Engineering, DevOps, and Customer Care to ensure timely and complete resolutions

Document solutions and create knowledge base articles for internal and customer use

Research recurring issues and suggest improvements to product and support processes

Provide feedback to improve the overall customer support experience

Maintain high standards of written and verbal communication in all interactions

Engage effectively with both internal stakeholders and external partners to drive outcomes What You'll Bring

2+ years' experience in a customer-focused environment, preferably in a Tier 2 support or application support engineering role

Strong troubleshooting experience with:

Windows Server (services, logs, Event Viewer)

PostgreSQL or other relational databases

Windows desktop applications

Experience supporting or deploying software in a remote/field installation environment

Familiarity with shipping or logistics integrations (e.g., FedEx, UPS, USPS)

Strong ability to analyze logs and debug multi-component systems

Experience using CRM/helpdesk systems (e.g., Zendesk, Salesforce)

Proficiency with Microsoft Office

Positive and enthusiastic attitude with a businesslike and professional communication style

Demonstrated ability to research, document, and resolve customer inquiries effectively

Experience working with SaaS applications

Background in technical sales engineering, implementation, or technical support.