Technical Support Engineer

Job & Company Description:

You will be 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 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 knowledgebase data

Job Experience & Skills Required:

• Bachelor’s degree preferably in Computer Science, Information Systems
• 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
• 2 – 6 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

Do not miss out on this opportunity to make your mark

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