Technical Support Engineer

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.

Medidata: Conquering Diseases Together

Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. 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 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com.

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.  

Technical Support Engineers are responsible for:

• 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 Medidata products.
• Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls.

Education:

Bachelor's Degree
Years of work experience: A - 0 to 3 years

Your Competencies:

• 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 de-bugging.
• Sound analytical, organizational, and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadlinesensitive fashion.
• Superior organization and communication skills, both verbal and written.
• Ability to work independently but with a team-focused approach within multidisciplinary teams and quickly adapt to job requirements changing on an ad hoc basis.
• Total commitment to quality and attention to detail
• Seasoned analyst with a proven record of satisfying clients.
• 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.
• Customer focus and a proven proactive approach, ability to understand and define customer needs quickly and effectively.
•  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.

  The salary range posted below refers only to positions that will be physically based in New York City. As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location. Pay ranges for candidates in locations other than New York City, may differ based on the local market data in that region. The base salary pay range for this position is $90,000 to $106,000.

  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 under the terms of applicable plan documents, while many of Medidata’s non-sales positions are eligible for annual bonuses. Additionally, Medidata provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most and should help you care for those who matter most. For that reason, we provide an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life.

  #LI-LC1

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.