Anju Software Looking for Technical Support Engineer at Pune, Maharashtra Full Time

Are you excited by the prospect of working in a Customer First organization?

Do you enjoy working with customers to solve complex technical problems?

Join our technical support team!

Power Smarter Treatments and Healthier People

Anju Software is leading the digital transformation of life sciences, creating hope for millions of patients. Anju helps generate the evidence and insights to pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes.

Do what you love!

Your Mission:
The 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 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 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.

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

Your Competencies:
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

Your Education & Experience:
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

1 – 3 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

Anju Software is an Equal Opportunity Employer. Anju Software provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or status as a veteran. Anju Software complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.