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 performanceDesktop UI issues on pharmacy shipping workstationsInvestigate and resolve integration issues with :Shipping carrier and courier APIs
Pharmacy dispensing system APIsUse log files, remote access tools, and diagnostic utilities to analyze and resolve issuesCommunicate complex technical concepts clearly and professionally to pharmacy users and customer IT teamsCollaborate with Engineering, DevOps, and Customer Care to ensure timely and complete resolutionsDocument solutions and create knowledge base articles for internal and customer useResearch recurring issues and suggest improvements to product and support processesProvide feedback to improve the overall customer support experienceMaintain high standards of written and verbal communication in all interactionsEngage effectively with both internal stakeholders and external partners to drive outcomesWhat You'll Bring
2+ years' experience in a customer-focused environment, preferably in a Tier 2 support or application support engineering roleStrong troubleshooting experience with :Windows Server (services, logs, Event Viewer)
PostgreSQL or other relational databasesWindows desktop applicationsExperience supporting or deploying software in a remote / field installation environmentFamiliarity with shipping or logistics integrations (e.g., FedEx, UPS, USPS)Strong ability to analyze logs and debug multi-component systemsExperience using CRM / helpdesk systems (e.g., Zendesk, Salesforce)Proficiency with Microsoft OfficePositive and enthusiastic attitude with a businesslike and professional communication styleDemonstrated ability to research, document, and resolve customer inquiries effectivelyExperience working with SaaS applicationsBackground in technical sales engineering, implementation, or technical support.