Technical Support Specialist – Unity Software Onboarding

Position Summary

The Technical Support Specialist for Unity Onboarding is responsible for evaluating software compatibility, providing expert consultation, and supporting installation and integration of Unity Software products within customer laboratory environments. This role requires a high level of technical expertise and the ability to communicate effectively with both IT and laboratory personnel to ensure successful onboarding and optimal software utilization. The specialist will collaborate with various stakeholders to optimize workflows and deliver exceptional customer support.

Key Responsibilities 

• Assess requested Unity software compatibility with customers' intended use and their laboratory IT infrastructure.
• Communicate technical requirements and solutions effectively with both IT and lab personnel.
• Demonstrate in-depth expertise in Unity Software Products, including knowledge of version differences and specific requirements.
• Provide technical guidance on operating system requirements, permissions and access needs, network and integration requirements, SQL requirements, connectivity solutions, and data file review and analysis.
• Facilitate Unity project onboarding across multiple departments and sites within customer organizations.
• Apply IT expertise related to Unity software, including operating systems, SQL, network hardware, virtual environments, and communication protocols (TCP/IP, RS232), as well as data formats (HL7, ASTM).
• Install Unity software products, leveraging specialized knowledge of transformers, channels, and integration with hardware, LIS, and middleware systems.
• Streamline lab workflows and optimize performance by connecting a variety of instruments and platforms to Unity software.
• Configure and map software features, working closely with lab personnel to address varying data needs.
• Adhere to standard work while investigating and documenting technical issues and partnering with customers on the implementation and functionality of Unity Software Solutions.
• Verify successful data transmission and integration into Unity.

Basic Qualifications 

• Bachelor’s degree in IT, computer science, or a related technical field, OR an Associate’s degree in a related field.
• 2+ years’ preferred experience work experience in a Customer Support (computer, customer service or technical services) environment.
• Organization and project time management skills.
• Ability to clearly communicate technical knowledge to troubleshoot product issues.

Preferred Qualifications

• Strong verbal and written communication skills.
• Proficient computer literacy, technical aptitude, and familiarity with IT systems relevant to laboratory environments.
• Ability to review and analyze data files, ensuring accurate integration and connectivity with instruments, and middleware.
• Comprehensive understanding of operating systems, permissions, networks, SQL, connectivity, and data analysis.
• Ability to collaborate and communicate with diverse teams, including IT and laboratory staff.
• Remote, Shift needed - 6am PST – 3pm PST.