(Sr) Technical Support Engineer, Patient cloud
Medidata: Powering Smarter Treatments and Healthier People
Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. 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 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its groundbreaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. Medidata 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 on LinkedIn, Instagram, and X.
About the Team:
The Customer Support Technical Support Engineer is a technical expert who is the primary contact between first/second line support and core engineering teams. You handle work requests that have been routed for diagnosis and implementation while updating internal and external customers. The Technical Support Engineer will handle work requests directly or solicit assistance from the core engineering teams with 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. You will report to Senior Manager, Technical Support.
Responsibilities:
- Provide support for internal and external customers
- Manage work requests that describe issues, software bugs or customer problems and taking ownership of issues through to resolution
- Develop diagnostic and corrective SQL scripts to resolve customer problems or identify existing scripts or patches that must be applied
- Distinguish between application database, operating system, network, and hardware problems and taking ownership of issues through to resolution
- Reproduce the technical problems, diagnose causes, identify temporary and interim-term solutions and communicate status updates to clients
- Debug applications and log any newly identified resolution
- Participate in weekend on-call rotation for important issues escalation
- Present complex technical information to non-technical audiences
- Increase subject matter knowledge on Medidata products
Qualifications:
- Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
- Experience with SQL (e.g. MySQL, PostgreSQL, MSSQL)
- 3 – 5 years experience working in a regulated environment
- Basic experience with Ruby, Java and HTML code
- Experience with application debugging
- Experience approaching a problem from different angles, analysing pros and cons of different solutions
- Experience creating system documentation and the multiple team and customer goals independently and in a deadline-sensitive fashion
- Have a team-focused approach within diverse teams and quickly adapt to job requirements changing on an ad hoc basis
- Is a reference point for the entire team on several application topics and can advise on complex technical scenarios
- Customer focus and ability to understand and define customer needs
- Fluent in Mandarin and English (written and spoken)
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 on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, life and disability insurance; paid time off; paid sick leave; Employee Assistance Program; and paid parental leaves.
Applications will be accepted on an ongoing basis until the position is filled.
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Diversity statement
MEDIDATA hilft Unternehmen aus den Bereichen Pharma, Biotechnologie, Medizintechnik und Diagnostik, die Wertschöpfung zu beschleunigen, Risiken zu minimieren und Ergebnisse zu optimieren.