Technical Support Engineer, Unity Software
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Job Description
Technical Support Engineer supporting Unity laboratory software for clinical laboratories. Handling customer calls, Salesforce cases, installations, upgrades, and software issue resolution for Gruve’s AI-focused enterprise services.
Responsibilities:
- Handle inbound customer calls related to the Unity Software suite
- Assist clinical laboratories in resolving software-related issues
- Document customer interactions and cases in Salesforce Lightning CRM
- Manage customer cases through resolution and closure
- Participate in scheduled calls supporting software installations and upgrades
- Support complex issue resolution when required
- Assist clinical laboratories using Unity software to provide the best care to physicians and patients
- Handle customer requests and complaints according to procedures while meeting or exceeding performance metrics
- Take ownership of customer relationships and promptly resolve Unity software issues
- Learn and master Unity software product offerings and understand their customer benefits
- Collaborate with Technical Support Specialists
- Work on new product offerings in laboratory healthcare
Requirements:
- Bachelor’s degree in IT, computer science, or a related technical field, OR an Associate’s degree in a related field with at least 2 years of relevant experience
- Minimum of 2 years of customer service or call center experience
- Strong English communication skills (written and verbal)
- Willingness to work U.S. service hours (Monday–Friday, 5 AM–4 PM Pacific Time)
- Strong problem-solving skills with a customer-focused approach
- Experience supporting U.S.-based customers
- Experience with Salesforce Lightning CRM; familiarity with D365 is a plus
- Background in IT within life sciences, biotech, or medical/laboratory environments
- Knowledge of SQL Server and TCP/IP connections
- Understanding of quality control (QC) principles and QC data management tools
- Experience with OKTA, Citrix, ASTM/HL7, and Mirth Connect
- Availability to work the later shift (7 AM–4 PM Pacific Time)
Benefits:
- Dynamic environment at a well-funded early-stage startup
- Strong customer and partner networks
- Opportunity to work on new product offerings in laboratory healthcare
- Culture of innovation, collaboration, and continuous learning
- Diverse and inclusive workplace
- Equal opportunity employer
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