Product Support Engineer

Role & responsibilities

Objectives of this role

• Ensure operational excellence
• Meet targets for response time and customer satisfaction
• Help create and maintain knowledge database
• Explain technical concepts to stakeholders
  

Responsibilities

• Debug applications and implement upgrades for a SaaS application
• Troubleshoot connectivity/integration issues
• Document all fixes and investigations
  

Skills and Qualifications

• Expert level SQL Knowledge.
• Ability to troubleshoot complex problems in the application
• Experience with industry-standard tech
• Strong lateral-thinking skills
• Ability to work independently as well as in a team environment
• Capacity to identify underlying issues if unclear
  

Nice to Have Skills

• Clinical Trial Knowledge (EDC, Safety etc)
• EDC Programming / Edit Check Programming
• Bio Stats Programming
• Python Programming Skills
• ETL Development.
  

Preferred Qualifications

• 7+ Years in Product Support Engineering Role
• Familiar with SaaS application support.
• Knowledge of AWS and other infra components
• High level of technical aptitude
• Strong communication skills (written and verbal) -

  This is a MUST.

• Desire to learn and develop new skills

Preferred candidate profile

Perks and benefits