Tier 2 Application Support Engineer

The Tier 2 Application Support Engineer provides advanced technical support for VPL's healthcare logistics and pharmacy shipping applications, with a primary focus on High Value Shipping (HVS) solutions. This role serves as the escalation point for complex applications, integration, workflow, and system issues that cannot be resolved through standard Tier 1 support processes.

The engineer partners closely with Customer Care, Engineering, Product, Carrier Operations, and Implementation teams to investigate issues, perform root cause analysis, support customer implementations, and ensure timely resolution of customer-impacting incidents.

Key Responsibilities

Technical Support & Escalation Management

• Serve as the primary escalation point for complex application and technical support issues.

• Troubleshoot software, database, workflow, integration, and system-related problems.

• Perform root cause analysis and document findings and resolutions.

• Partner with Engineering on product defects, bug validation, and enhancement requests.

• Provide timely communication and updates throughout the escalation lifecycle.

Application & Integration Support

• Support VPL applications, shipping platforms, carrier integrations, and pharmacy-related workflows.

• Investigate issues involving APIs, data integrations, carrier connections, and application configurations.

• Use logs, SQL queries, remote access tools, and diagnostic utilities to identify and resolve problems.

• Validate system functionality and configuration changes following releases and updates.

Customer Care Partnership

• Support Customer Care Managers with advanced technical investigations.

• Review escalated cases and ensure proper troubleshooting processes are followed.

• Provide technical guidance and knowledge transfer to frontline support teams.

• Assist with customer communications requiring technical expertise.

Implementation & Product Support

• Assist with customer onboarding, implementations, migrations, and product rollouts.

• Support post-go-live stabilization and technical validation activities.

• Collaborate with Product and Engineering teams during release and testing activities.

Documentation & Continuous Improvement

• Maintain troubleshooting guides, SOPs, knowledge articles, and technical documentation.

• Identify recurring issues and recommend process or product improvements.

• Participate in training, cross-functional initiatives, and continuous improvement efforts.

Required Qualifications

• 3+ years of experience in technical support, application support, implementation, or related roles.

• Experience troubleshooting software applications, integrations, and technical workflows.

• Working knowledge of:

  • Windows Server and Windows Services

  • PostgreSQL or relational databases

  • Application logs and diagnostic tools

  • APIs and system integrations

• Experience using ticketing systems such as Zendesk or Salesforce.

• Strong analytical, problem-solving, and communication skills.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting healthcare, pharmacy, logistics, or transportation technology.

• Familiarity with carrier integrations such as UPS, FedEx, USPS, or courier platforms.

• Experience with SQL, reporting, and data analysis.

• Experience supporting SaaS and hybrid on-premise applications.

• Experience with customer onboarding, implementations, or technical project support.