Technical Support Engineer

Medidata: Power Smarter Treatments and Healthier People

 

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.

 

Your Mission:

 

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.   

• 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 knowledgebase 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

 

Your Competencies:

• SQL Server or Oracle 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

• Sound analytical, organizational and planning skills and the ability to achieve multiple team 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

• 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

• Experience working in a regulated environment

• Experience in the Pharmaceutical / Healthcare/Clinical industry a strong plus

• Basic experience with Ruby, Java and HTML code

 

 

MDSOL Europe Ltd is an equal opportunity employer. We welcome all applications irrespective of race, gender, gender reassignment, age, religion or belief, relationship status, pregnancy/maternity, sexual orientation or disability.

 

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