Support Engineer

• Provide onsite and remote technical support to Avalere Health employees
• Manage employee expectations during diagnosis, troubleshooting, and resolution of their technical issues
• Ownership of assigned tickets during the incident life cycle providing timely and informed responses to ticket creators
• Procurement, provisioning, and support of IT hardware including laptops, printers, and mobile devices
• Engage and coordinate with hardware and software vendors to repair/support technology components
• Update and improve knowledgebase documentation as appropriate
• Adhere to asset management processes to ensure accurate recording of company resources
• Escalation of major incidents and problems to the escalation team
• Support business acquisitions and systems integrations from an IT perspective

IT Support Technician

• Provide advanced customer applications support to business development managers and customers, including Olink kit and core labs; this includes technical support, troubleshooting issues related to user technical skill, instrument operation, and data analysis to ensure highest customer satisfaction
• Actively collaborate with different departments of the company to find the best solution to queries and issues from Olink customers
• Ensure that customers receive the best possible support and service via e.g. telephone conferences, and e-mail
• Communicating courteously with customers by telephone, email, letter and keep accurate records of discussions and/or correspondence with customers
• Provide high quality internal support for analysis service teams
• Responsible for Olink support mailbox
• Make suggestions for improvements of product and internal process based on customer feedback
• Handle customer complaints, provide appropriate solutions and alternatives in a timely manner
• In charge updating all external cases and solution in SFDC
• Travel ~10% within North America, travel outside North America as needed

Technical Support Scientist, Olink Proteomics

• Lead and develop a high-performing team while advancing operational excellence and continuous improvement in technical support
• Enhance customer experience by technical support operations, implementing process improvements, and building cross-functional collaboration
• Manage technical support metrics, customer escalations, and strategic initiatives while fostering a positive team culture focused on innovation and customer advocacy
• Collaborate with Sales, Product Management, AS lab, Data Science teams to ensure effective service delivery and maintain high customer satisfaction levels

Technical Support Manager

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

Technical Support Engineer 4

• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution.
• Perform in-depth data analysis and root-cause investigations to troubleshoot system and production issues.
• Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance.
• Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput.
• Perform smoke testing and post-release validation to confirm data integrity and system stability.
• Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation.
• Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent.
• Support and validate configuration syncs from baseline to upper environments.
• Analyze, validate, and reconcile interface outputs, extract files, and database feeds.
• Validate X12 EDI transactions for structure, content, and processing outcomes.
• Support Business Analysts by translating functional requirements into technical specifications and solution models.
• Participate in design and requirements workshops, providing technical insight to ensure business and technical alignment.
• Support System Integration Testing (SIT), User Acceptance Testing (UAT), and performance testing by validating data and system behavior.
• Clearly document and communicate technical findings, risks, root causes, and resolution approaches to stakeholders.

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