Technical Support Specialist
United States - NJ, Iselin
Medidata: Power Smarter Treatments and Healthier People
Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps create the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and improve outcomes. More than one million registered users across 1,900+ customers and partners access the world's most trusted 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 and follow us @medidata.
Your team will be responsible for Medidata's Patient Cloud platform. Our users depend on our products to participate in any clinical trial using web, mobile and sensor-based solutions. We focus on the patient experience and aim to provide engaging solutions that fit into people's everyday lives. We make clinical trials faster by reducing burdens for both patients and study personnel.
We're building our platform on top of a few core principles and technologies:
• SaaS-based applications using Ruby, Rails and other object-oriented languages
• Single page application technologies using React.js
• Data intense workflows using PostgresQL, MySQL or similar relational data stores
• Enterprise-class APIs patterns and protocols with REST and GraphQL
• Automated development and testing harnesses using Travis, GoCD and cypress.io
• Cloud-native infrastructure and deployment services
The primary responsibilities of the Technical Support Specialist are to provide support to end-users by identifying, researching and resolving problems and issues; create and conduct operational and technical trainings for clients; and partner with Sales, Marketing, and Account Management to meet clients’ needs. The Customer Success Technical Support Specialist provides technical product support to both internal and external customers, who use or support the use of Medidata Products. The Customer Success Technical Support Specialist receives issues that the Tier I team could not resolve. The Customer Success Technical Support Specialist 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 Tier I team. He/She takes an active role in ensuring that any escalation outside the Technical Support Specialist team is handled promptly and effectively by the different Medidata functional areas.
- Create and maintain necessary knowledge objects, in applicable languages, which will be used by all Customer Success teams.