Career
Technical Support Engineer
Services
Singapore - SGP, Singapore
Requisition ID
538856
About our Company:
Medidata: Powering Smarter Treatments and Healthier People
Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its groundbreaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.comand follow us on LinkedIn, Instagram, and X.
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 regular updating internal and 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 analyst who has a record of customer satisfaction, a reference point for the entire team on several 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
- Work with other Medidata teams to ensure application's efficiency and 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 and English (written and spoken)
- 2+ years of 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
- 2+ 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 C#, JavaScript, Ruby and HTML code would be 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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Note: Please be on the lookout for job scams. Medidata recruiters will never ask applicants for monetary compensation, credit card, or banking details.