Job Title: Technical Support Engineer

Therapy Area/Industry: SaaS Technology

Job Description:

Proclinical is seeking a Technical Support Engineer to join our team. In this role, you will play a crucial part in ensuring customer satisfaction by addressing and resolving technical issues related to our applications. You will work closely with internal teams to enhance our products and services, contributing to an improved customer experience.

Responsibilities:

- Provide support for technical issues and inquiries related to applications, ensuring a seamless customer experience.

- Adhere to service level agreements for response times and request resolution.

- Investigate, troubleshoot, and reproduce technical issues, providing detailed analysis before escalation.

- Collaborate with engineering, QA, and product teams to resolve complex issues.

- Update knowledge base articles and create internal documentation to improve support efficiency.

- Stay informed about product features and updates, training team members as needed.

- Offer feedback to product development teams based on customer experiences.

- Educate customers on best practices to minimize technical challenges.

Key Skills and Requirements:

- Proficiency in Web Services technologies (REST, SOAP) and experience debugging SaaS web applications.

- Ability to quickly learn new technologies with minimal guidance.

- Experience using logs and monitoring tools like Datadog and Kibana for troubleshooting.

- Knowledge of API and debugging processes.

- Familiarity with EDC APIs such as Medidata Rave or Veeva is a plus.

- Understanding of the ODM-XML Standard format.

- Experience with JIRA & Confluence or equivalent tools.

- Excellent written and spoken English.

- Ability to present complex technical information clearly to non-technical audiences.

- Strong interpersonal skills for effective customer and team interactions.

- Detail-oriented with strong problem-solving and analytical skills.

- Customer-centric mindset with a commitment to high-quality support.

- Adaptable to different personalities and communication styles.

- Ability to manage multiple tasks and priorities effectively.

- Comfortable working with remote teams across time zones.

Please apply on Linkedin.

Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology, and medical device companies. Proclinical Staffing is an equal opportunity employer.