Job Description

As a Technical Support Engineer, you ensure the seamless operation of software applications by providing exceptional technical support to authorized customers and Agilent employees. You play a crucial role in providing technical assistance, troubleshooting, and in collaborating with cross-functional teams to address customer concerns and enhance the overall user experience. This position requires providing second-level support, handling support tickets, and remotely assisting with installs and troubleshooting. The position emphasizes a strong customer-centric mindset, technical expertise in customer environments, and effective communication with customers and internal teams.

Key Responsibilities:

• Provide prompt and effective technical support to end-users experiencing software-related issues.
• Analyze, troubleshoot, and diagnose software application issues, utilizing remote support tools to assist customers in problem-solving, aiming for swift and accurate problem resolution.
• Collaborate in an efficient and timely manner with product support engineering and R&D teams (or other required stakeholders) as required on escalations to resolve complex technical issues, thereby resulting in optimal customer solutions.
• Create and contribute detailed documentation to a working knowledge base for common issues and their resolutions.
• Provide enhancement requests and defect reporting on recurring issues for continuous improvement of the software applications.
• Gather and report customer feedback on software usability and issues, providing insights to improve the overall user experience.

May present information at conferences, seminars and e-seminars.
Not incentive-eligible.
Must consent to participate in and meet Agilent approved customer/vendor credentialing requirements necessary to gain site access, unless prohibited by law.

Requirements may include, but are not limited to: pre-/post-employment background checks, various forms of drug testing, vaccinations, fingerprinting, proof of valid identification, and/or adherence to customer-specific substance abuse programs.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Laboratory Technology, or related field, or equivalent years of direct relevant work experience.
• 8+ years proven experience in a technical support role for Agilent or similar software applications.
• Familiarity with customer support tools, ticketing systems, and remote assistance software including the use of collaborative tools and various communication platforms.
• Strong understanding of software and applications working in a distributed system architecture or a web environment.
• Proficient in troubleshooting techniques and methodologies.
• Excellent written/verbal communication skills and excellent time management/organizational skills.
• Ability to work independently and collaboratively in a remote environment.
• Customer-focused with a dedication to providing exceptional support.
• Analytical mindset and good problem-solving skills.
• Patience and empathy when dealing with end-users.
• Adaptability to learn new technologies and software applications quickly.

Additional Details

This job has a full time weekly schedule. It includes the option to work remotely. Applications for this job will be accepted until at least May 22, 2026 or until the job is no longer posted.The full-time equivalent pay range for this position is $133,120.00 - $249,600.00/yr plus eligibility for bonus, stock and benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locationsAgilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases. Agilent Technologies, Inc., is committed to creating and maintaining an inclusive in the workplace where everyone is welcome, and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please email job_posting@agilent.com or contact +1-262-754-5030. For more information about equal employment opportunity protections, please visit www.agilent.com/en/accessibility.

Travel Required:

10% of the Time

Shift:

Day

Duration:

No End Date

Job Function:

Services & Support