McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

CoverMyMeds, part of McKesson Corporation, is a fast-growing healthcare technology company that has been recognized as a "Best Place to Work" by Glassdoor and a "Best Company to Work For" by FORTUNE. CMM's solutions help people get the medicine they need to live healthier lives by seamlessly connecting the healthcare network to improve medication access and speed to therapy. CMMs’ network includes 75 percent of electronic health record systems (EHRs), 50,000+ pharmacies, 750,000 providers and most health plans and PBMs.

Join our team of leaders to begin a rewarding career!

Position Description

CMM is looking to hire a Technical Support Engineer to join our Pharmacy Management Systems team and support our CoverMyMeds McKesson Prescription Automation (MPA) customers! Our Technical Support Engineers are highly skilled support software engineers with extensive product knowledge and systems hardware and software support experience. They are responsible for analyzing and solving complex customer issues for CMM MPA customers. They are ultimately responsible for resolving the complex customer technical issues. The possess a broad background of technical knowledge ranging from all parts of the CMM MPA software design, workflow, functionality, hardware controls and communications systems to Windows operating systems and IIS (Internet Information Services), which they can draw upon to pinpoint issues and offer fast and accurate resolutions for customer issues. Our Technical Support Engineers work closely with Software Development, Implementations, and Engineering teams in identifying and resolving hardware and software defects, responsible for providing support and technical training to the customers. They also lead support projects and improve support tools and training.

** This position requires availability during the hours of 8am to 8pm EST (8am-5pm or 12pm – 8pm) and it will involve on-call rotational support over weekends/evenings

** We are open to hiring well qualified, full-remote individuals

** We are not able to provide sponsorship now or in the future for this position

Key Responsibilities

• 1) Provide high level customer support, take ownership of escalated calls from customer and 1st level support representatives/analysts and resolve complex customers technical issues. Diagnose if issues are related to application defects, database defects, server/domain/client environment, and or hardware issues. Fix issues in the code and deploy the changes.

• 2) Add process and alignment around installed system changes. Control system changes and activity to favor well tested deployments and experienced handling of modifications. Proactively managed installed systems and control changes. Provide hot fixes and configuration changes. Maintain operational system models for experimentation, testing, and problem reproduction.

• 3) Document activities in CRM databases (JIRA, WIKI) and author knowledgebase documentation on troubleshooting issues. hardware devices. Work with the training/documentation team on new features.

• 4) Partner with Account manages, Tier 1 and other areas of Customer Experience department to provide outstanding customer support. Mentor 1st level support group to improve their skills and product support expertise.

• 5) Actively participate in cross functional teams that may include Software Engineering, Product Management and Engineering on CMM MPA feature design and requirements. Participate in Customer site visits to intervene with resolving problems of high severity and manage customer relationships to represent the support team.

Minimum Requirements

• Typically requires 4+ years of relevant experience with a Bachelor’s degree in Computer Science, or 1+ years relative experience with a Masters’ degree in Computer Science

Critical Skills

• 4+ years’ experience with support or development of C# applications (or 1+ years’ experience with support or development and a Master degree in computer science)

• Experience with remote troubleshooting software and hardware issues remotely is a must

• Good understanding of Microsoft Windows and Windows domains

• Experience writing queries and reports in relational databases (IBM DB2 or SQL Server or Oracle)

• In-depth knowledge of the diagnosis, repair & debugging of software & computer systems

• Must have experience in a client facing role with strong written and verbal communication skills

Additional Knowledge & Skills

• Business and technical writing experience a plus

• Able to work independently

• Knowledge of local networking, including Ethernet and TCP/IP configuration

• Any experience in QA is a plus

• Considerable problem-solving aptitude

• Computer hardware, networking and communication knowledge

• Knowledge of Automated refill centers and pharmacy management systems

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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