POSITION SUMMARY
The Senior Technical Support Engineer is a technical expert who acts as the primary interface between first/second line support and core engineering teams. He/she is responsible for handling 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 Senior 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. The Senior Technical Support Engineer would also identify applications defects, then test and document them for the core engineering teams to fix as part of the product.
PERSONAL QUALITIES
Strong work ethics; outstanding character while working within a team environment; excellent communication skills; self-starter with can-do attitude; possess compassion for co-workers and clients alike; and professional.
Demonstrates strong organizational skills along with excellent written and verbal communication skills; must be able to work on multiple tasks during the same time frame and meet deadlines with accuracy and efficiency; must be willing to work extended hours to meet project deadlines.
RESPONSIBILITIES
Provide support for internal and external customers
Manage work requests that describe particular issues, software bugs or customer problems and properly taking ownership of issues through to resolution
Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied
Reproduce technical problems, diagnose causes, identify temporary and interim-term solutions and communicate status updates to clients
Distinguish between application database, operating system, network, and hardware problems and properly taking ownership of issues through to resolution
Debug applications, and log any newly identified defects
Properly document detailed investigational results to triage issues to other departments for further investigation and/or resolution
Provide general process analysis and make recommendations for improvements
Participate in weekend on-call rotation for critical issues escalation
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 Anju products
Interact with other Anju teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls
SKILLS NEEDED
Sound analytical, organizational and planning skills and the ability to achieve multiple teams and customer objectives independently and in a deadline-sensitive fashion
Superior organization and communication skills, both verbal and written
Ability to work independently but with a team-focused approach within multi-disciplinary teams
Strong commitment to quality and attention to detail
A seasoned analyst with a proven record of satisfying clients.
Act as reference point for the entire team on various application topics and is able to resolve most of the items escalated from the first/second line support.
Customer focus and a proven proactive approach, ability to understand and define customer needs quickly and effectively
QUALIFICATIONS NEEDED
Bachelor’s degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
SQL Server-specific training/work experience
Intermediate experience with SQL (e.g. MySQL, PostgreSQL, MSSQL)
Intermediate experience with C#, Visual Studios and ASP.NET
Experience with application debugging
5 – 8 years of experience working in a regulated environment
Experience in the Pharmaceutical / Healthcare/Clinical industry a strong plus
Basic experience with Ruby, Java and HTML code
Clinical Trial experience a plus
The Department Head has the discretion to hire personnel with a combination of experience and education which may vary from the above listed qualifications.
Please submit resume and cover letter to: [email protected]
Job Type : Full-time
Location : Pune, India
Salary : Based on experience
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