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Technical Support Specialist
Il y a 2 mois
We are seeking a highly skilled Technical Support Engineer to join our team at Medidata. As a Technical Support Engineer, you will be the primary contact between support teams and core engineering teams, handling work requests and providing support to internal and external customers.
Key Responsibilities- Provide technical support to internal and external customers, resolving complex issues and escalating non-known issues to core engineering teams.
- Manage work requests, developing fixes or SQL scripts to resolve customer problems and identifying existing scripts or patches that must be applied.
- Participate in weekly on-call rotations and take calls from VIP customers for urgent issues.
- Distinguish between application database, operating system, network, and hardware problems and take ownership of issues through to resolution.
- Present complex technical information to non-technical audiences and provide accurate and complete problem resolution documentation.
- Take part in the creation and maintenance of knowledge base data and increase subject matter knowledge on Medidata products.
- Interact with other Medidata teams to ensure application effectiveness and conformance with regulatory and legislative controls.
- Bachelor's degree in Computer Science, Information Systems, or Life Sciences, or equivalent engineering experience.
- Fluent in Mandarin (written and spoken) and experience using Incident Management or Project Management software.
- Experience with multiple integrated software products/services, query/modify data using SQL scripts, and experience with Git, Visual Studio, Virtual Machines, Excel, Postman, or any API/REST client.
- Experience with API/web services and C# and 3+ years of experience working with customers to resolve complex issues.
- Find workarounds to issues and possess team working skills and knowledge of other programming languages: Ruby, JavaScript.
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.
