Sr Technical Support Analyst

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice.

Job Details:

The Senior Technical Support Analyst provides advanced technical expertise in support of software products and system interfaces, serving as a key resource for complex customer issues and operational initiatives. This role is responsible for investigating and resolving escalated technical problems, driving process improvements, and supporting special projects that enhance service delivery. The successful candidate will mentor junior team members, analyze support trends and performance metrics, and recommend proactive solutions to improve customer experience, operational efficiency, and overall support effectiveness.

REQUIREMENTS:

• Provides advanced technical expertise in support of software products, applications, and system interfaces, serving as a subject matter expert for complex customer and operational issues.
• Leads the investigation, troubleshooting, and resolution of technical support incidents, ensuring timely and effective responses in accordance with established policies, procedures, and service level expectations.
• Partners with cross-functional teams to identify, analyze, and resolve product, system, and process-related issues, driving improvements to service quality and customer satisfaction.
• Performs the analysis, design, development and review of production scripts (data fixes, queries; ad hoc and production batch jobs - extract and update).
• Contributes to process improvement initiatives, operational excellence programs, and special projects designed to enhance support effectiveness and efficiency.
• Serves as a mentor and technical resource to junior analysts, providing guidance, knowledge sharing, and support for professional development.
• Maintains accountability for assessing emerging trends and recommending strategic changes that positively impact product support performance and business outcomes.
• Drives continuous improvement efforts by identifying opportunities to optimize processes, reduce issue recurrence, and improve the overall customer experience.
• Maintains technical documentation, support procedures, and knowledge management resources to promote consistency and operational effectiveness.
• Monitors and analyzes support trends, operational metrics, and recurring issues to identify root causes, recommend preventative measures, and implement proactive solutions.
• Participates in testing, validation, and implementation activities related to software enhancements, integrations, and system changes.

QUALIFICATIONS:

• Bachelor's Degree or certificate in the Computer Systems field, or Equivalent combination of education and experience.
• 5 years demonstrated progressive experience in providing application support and software development for customers as well as supporting new product developments.
• Demonstrated complex problem-solving expertise and ability to learn and apply new technologies and methodologies.

Pay Transparency:

The pay range for this role is:

The base pay actually offered to the successful candidate will take into account, without limitation, the candidate’s location, education, job-knowledge, skills, and experience in prior relevant roles.

Incentives may also be provided as part of Haemonetics’ employee compensation. For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms. For non-sales roles, employees will be eligible for a discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms. Employees may also be eligible to participate in the Company’s long-term incentive plan, with eligibility and target amount dependent on the role.

In addition to compensation, the Company offers a competitive suite of benefits to its employees, including without limitation, a 401(k) with up to a 6% employer match and no vesting period, an employee stock purchase plan, “flexible time off” for salaried employees and, for hourly employees, accrual of three to five weeks’ vacation annually (based on tenure), accrual of up to 64 hours (annually) of paid sick time, paid and/or floating holidays, parental leave, short- and long-term disability insurance, tuition reimbursement, and/or health and welfare benefits.

Depending on your location, you may be eligible for more detailed information related to the compensation and benefits related to this job posting. If you believe you may be entitled to such information by law, you may contact 1-781-348-7777, Monday through Friday, 7:30 a.m. – 5 p.m. ET or email AskHR@Haemonetics.com.

Applicants must be legally authorized to work in the United States. Haemonetics will not provide employment visa sponsorship for this position, either now or in the future.

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About Us

Throughout our history, we have earned a solid reputation for product innovation, technical expertise, and operational excellence. Today, our products, internal research and development, marketing partnerships, and product acquisitions reflect our unwavering commitment to provide safe and available blood for patient transfusions and for use in pharmaceuticals. We rely on our talented global workforce to help us achieve our mission of providing innovative medical devices that advance the safety, quality, and availability of the world's blood supply. To achieve our business goals and objectives, we are committed to attracting and retaining the best and brightest talent while offering a challenging, dynamic, and exciting work environment that offers professional growth and development.