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Technical Support Engineer
Il y a 4 mois
Medidata: Powering Smarter Treatments and Healthier People
About the Team:
The Technical Support Engineer is a technical expert who is the primary contact between different support teams and core engineering teams. They handle work requests (which can be internally or externally generated) that have been routed for diagnosis and implementation while updating internal 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. They would also identify application defects, then test and document them for the core engineering teams to fix as part of the product. The Technical Support Engineer is a seasoned analyst who has a record of customer satisfaction, a reference point for the entire team on multiple application topics and can resolve most of the items escalated from the previous support teams. You will be directly reporting to the Senior Manager, Technical Support.
Responsibilities:
- Provide support for internal and external customers
- Manage work requests that describe issues, software bugs or customer problems
- Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied
- Provide general process analysis and make recommendations for improvements
- Participate in weekly on-call rotations (during business hours) for important issues escalation
- Participate in taking calls (during business hours) 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
- Provide accurate and complete problem resolution documentation for future reference and management reporting
- Take part in the creation and maintenance of knowledge base data
- Increase subject matter knowledge on Medidata products
- Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls
- Reproduce technical problems, debug systems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients
Qualifications:
- Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
- Fluent in Mandarin (written and spoken)
- Experience using Incident Management or Project Management software
- Experience with multiple integrated software products/services
- Query/modify data using SQL scripts
- Experience with Git, Visual Studio, Virtual Machines, Excel, Postman or any API/REST client
- Experience with API/web services and C#
- Mobile App Experience (either iOS or Android) is high beneficial
- 3+ years of experience working with customers to resolve complex issues
- Find workarounds to issues
- Team Working skills
- Knowledge of other programming languages: Ruby, JavaScript
- Basic experience with Ruby and HTML code is beneficial
- Experience with JavaScript, Visual Studio and is beneficial
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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