Technical Support Engineer at Medidata Solutions

Job Description:

If you looking to work on complex problems, reverse engineering and manipulating databases, all whilst being a customer hero - then this is the job for you.
The Technical Support Engineer is a technical expert who acts as the primary contact between first/second line support and core engineering teams. He/She handles 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 application defects, and 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 satisfying clients. He/She is a 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.

Responsibility Overview:

• 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 on-call rotations for off-hour critical issues escalation
• 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 knowledgebase 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, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients

Your Competencies:

• Provide support for 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
• Participate in weekly on-call rotations for off-hour important issues escalation
• 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 knowledgebase data
• Reproduce technical problems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients

Your Education and Experience:

• Basic experience with Ruby and HTML code
• Java debugging knowledge in Eclipse or Netbeans Java IDE
• Knowledge of Tomcat Apache webserver
• Microsoft SQL Server and MySQL specific training/work experience
• Basic experience with C#, Java, Visual Studios and ASP.NET

Company Benefits

• Recognised on the list for Best Workplaces 2020 from Great Place to Work
• D&I Leadership Council; Countless Business Resource Groups
• Private health and dental care for you and your family
• Supporting Mental Health and Wellbeing; access to tools and resources
• Thinking about the future: retirement/ pension schemes
• Kazoo / Rewards
• Unforgettable (live and virtual!) Summer and Winter parties!
• A ton of professional development

Interview Process

1.Recruiter Screen

2.Manager Screening 30 minutes

3.SQL online/ pair test with Senior Engineer 90 minutes

4.Team meeting 60 minutes