{"id":2460690,"url":"https://alion.io/job/tracelink-inc-technical-support-engineer-ii","title":"Technical Support Engineer II","company":{"id":59632,"name":"Tracelink Inc","domain":"tracelink.com","url":"https://alion.io/company/tracelink-inc","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":88000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":549},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Java","optional":false},{"name":"Unix","optional":false}],"status":"live","first_seen_at":"2026-07-21T17:32:52Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-14T14:09:32Z","board_verified":true,"closed_at":null,"days_open":84,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":84},"description":"Company overview:\nTraceLink is the world’s largest Agentic Business Network, enabling life sciences and healthcare companies to build and manage a scalable digital workforce of governed, no-code AI agents that execute and coordinate mission-critical supply chain operations alongside human teams. Powered by the Integrate-Once™ OPUS platform, TraceLink links more than 300,000 network participants, enabling multi-enterprise processes at global scale.\nFounded in 2009 with the simple mission of protecting patients, today Tracelink has 5 global offices, over 800 employees and more than 1700 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.\nTracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.\nResponsibilities\nDirect interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner.\n\nPerform analysis and problem resolution activities.\n\nContribute to the development of standard procedures and tools for frequently used troubleshooting techniques.\n\nPartner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.\n\nCreate and review Knowledge Articles for both internal and external (customer) use.\n\nParticipate in knowledge sharing and training as required.\n\nParticipate in on-call rotations to support off-hour customer issues as well as software deployment activities.\n\nQualifications\n3-5 Years of experience in a technical support and troubleshooting role.\n\nCustomer-first communication and attitude.\n\nExcellent English and Italian verbal and written communication skills.\n\nStrong analytical skills and attention to detail.\n\nBS in Computer Science or similar information technology degree.\n\nKnowledge of UNIX, with a focus on scripting and parsing of data sets.\n\nExperience in working with Java APIs.\n\nAbility to read, parse and manipulate various technical formats including XML, EDI and CSV.\n\nWorking knowledge of B2B technologies including AS2, SFTP, and Web Services.\n\nExperience with Supply chain software and knowledge of pharmaceutical industry preferred.\n\nPlease see the Tracelink Privacy Policy for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact .","description_format":"text","description_chars":2810,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Italian","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Transportation & Logistics","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-10-13T17:16:52Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker; Global Business Mobility: Senior or Specialist Worker","cap_exempt":false,"checked_at":"2026-10-14T06:20:30+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.513,"p_room":0.28,"age_days":84,"expected_fill_days":35,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/tracelink-inc-technical-support-engineer-ii","json_url":"https://alion.io/job/tracelink-inc-technical-support-engineer-ii.json","meta":{"generated_at":"2026-10-14T15:15:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":2890,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":59632},"rest":"https://alion.io/mcp/rest/get_company?id=59632"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftracelink-inc-technical-support-engineer-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftracelink-inc-technical-support-engineer-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftracelink-inc-technical-support-engineer-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tracelink-inc-technical-support-engineer-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftracelink-inc-technical-support-engineer-ii"}]}