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Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 1,900+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us @medidata.
The Technical Support Engineer is a technical expert who acts as the primary interface between first/second line support and core engineering teams. He/she is responsible for handling work requests (which can be internally or externally generated) that have been routed for diagnosis and implementation while regularly updating internal and/or external customers. The Technical Support Engineer will handle work requests directly, or solicit assistance from the core engineering teams within the R&D team for non-known issues/defect reporting. The Technical Support Engineer would also identify applications defects, then test and document them for the core engineering teams to fix as part of the product.
Provide support for internal and external customers
Manage work requests that describe particular issues, software bugs or customer problems and properly taking ownership of issues through to resolution
Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied
Reproduce technical problems, diagnose causes, identify temporary and interim-term solutions and communicate status updates to clients
Distinguish between application database, operating system, network, and hardware problems and properly taking ownership of issues through to resolution
Debug applications, and log any newly identified defects
Properly document detailed investigational results to triage issues to other departments for further investigation and/or resolution
Provide general process analysis and make recommendations for improvements
Participate in weekend on-call rotation for critical issues escalation
Present complex technical information to non-technical audiences
Provide accurate and complete problem resolution documentation for future reference and management reporting
Take part in the creation and maintenance of knowledge base data
Continually increase subject matter knowledge on Medidata products
Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls
Sound analytical, organizational and planning skills and the ability to achieve multiple teams and customer objectives independently and in a deadline-sensitive fashion
Superior organization and communication skills, both verbal and written
Ability to work independently but with a team-focused approach within multi-disciplinary teams and quickly adapt to job requirements changing on an ad hoc basis
Total commitment to quality and attention to detail
A seasoned analyst with a proven record of satisfying clients.
Is a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the first/second line support.
Customer focus and a proven proactive approach, ability to understand and define customer needs quickly and effectively
Your Education & Experience:
Bachelor’s degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
SQL Server-specific training/work experience
Intermediate experience with SQL (e.g. MySQL, PostgreSQL, MSSQL)
Intermediate experience with C#, Visual Studios and ASP.NET
Experience with application debugging
1 – 3 years of experience working in a regulated environment
Experience in the Pharmaceutical / Healthcare/Clinical industry a strong plus
Basic experience with Ruby, Java and HTML code
The salary range posted below refers only to positions that will be physically based in New York City. As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location. Pay ranges for candidates in locations other than New York City, may differ based on the local market data in that region. The base salary pay range for this position is $97,568 - $106,000.
Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission under the terms of applicable plan documents, while many of Medidata’s non-sales positions are eligible for annual bonuses. Additionally, Medidata provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most and should help you care for those who matter most. For that reason, we provide an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life.
MEDIDATA generates the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes.