Technical Support Engineer
Location: This is a hybrid in-office role.
Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week following Company policy.
About our Company:
About the Team:
The Technical Support Engineer is a technical expert who acts as 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 regularly updating internal and/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 proven record of customer satisfaction, a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the previous support teams.
Responsibilities:
Provide support for internal and external customers
Manage work requests that describe particular 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 (and occasional weekend) on-call rotations for off-hours 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 properly 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
Continually 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
Experience using Incident Management and/or Project Management software
Experience with multiple integrated software products/services
Ability to query/modify data using SQL scripts
Experience with working with customers to resolve complex issues in a professional manner
Finding innovative workarounds to issues
Knowledge of other programming languages: Ruby, Javascript, etc
Experience with Git, Visual Studio, Virtual Machines, Excel, Postman or any API/REST client
Team Working skills
Qualifications:
Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
Basic experience with Ruby and HTML code
Experience with API/web services.
SQL training/work experience
Basic experience with C#, Javascript, Visual Studio and
#LI-TC1
#LI-Hybrid
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 benefits, including medical, dental, family leave, life and disability insurance, a generous pension, and 25+ paid holidays per year.
We will accept applications on an ongoing basis until we fill the position.