Career

Technical Support Engineer

Services

United Kingdom, Hammersmith

Requisition ID

540100

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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 interface between first/second line support and core engineering teams. You will handle 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. The Technical Support Engineer is a seasoned analyst who has a proven record of satisfying clients. You will be a reference point for the entire team on various application topics and will need to resolve most of the items escalated from the first/second line support. You will report to Senior Manager, Technical Support

Responsibilities:

  • 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 taking 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
  • Reproduce technical problems, 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
  • Microsoft SQL Server and MySQL specific training/work experience
  • Basic experience with C#, Java, Visual Studios and ASP.NET
  • Experience with application debugging
  • 1 – 3 years experience working in a regulated environment
  • Basic experience with Ruby and HTML code
  • Java debugging knowledge in Eclipse or Netbeans Java IDE
  • Knowledge of Tomcat Apache web server
  • Experience in the Pharmaceutical / Healthcare/Clinical industry a strong plus

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, dental, life and disability insurance; a generous pension; and 25+ paid holidays per year.

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.

Diversity

As a game-changer in sustainable technology and innovation, Medidata, Dassault Systèmes company, is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it’s our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.

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