Technical Support Engineer, Senior

Summary

Join TraceLink as a Senior Technical Support Engineer and play a critical role in ensuring customer success with our Life Sciences Cloud and Opus Platform. You will analyze and resolve complex computer engineering and system integration issues for enterprise customers. This involves utilizing various technologies and scripting languages to troubleshoot and resolve customer issues, testing repaired items, and logging product enhancements and defects. You will also collaborate with other departments to understand and resolve customer issues, contribute to the development of standard procedures, and create user instructions. The position requires a Bachelor's degree in a related field and five years of relevant experience in technical support and troubleshooting. The ideal candidate will have extensive experience with enterprise software applications, UNIX, scripting languages, data formats, Java APIs, B2B technologies, and AWS resources.

Requirements

• Bachelor’s degree (or foreign equivalent) in Computer Science, Electrical Engineering, Electronic Engineering or a related field, and five (5) years of experience in technical support and troubleshooting role
• 5 years of experience supporting proprietary enterprise level software applications
• 5 years of experience utilizing UNIX with a focus on scripting and parsing of data sets
• 5 years of experience reading, parsing and manipulating various technical formats including XML, IDoc, CSV, and EDI
• 5 years of experience with Java APIs and B2B technologies including AS2, SFTP, and Web Services
• 5 years of experience with Unix shell scripting and Perl scripting
• 5 years of experience supporting the pharmaceutical industry
• 5 years of experience with AWS resources including databases and cloud storage

Responsibilities

• Analyze, verify, and resolve computer engineering and system integration issues for enterprise customers by testing, maintaining, and monitoring TraceLink’s proprietary software systems
• Identify the causes of networking problems, using standard diagnostic testing software, equipment and procedures
• Utilize web applications, UNIX, and scripting languages to troubleshoot and resolve customer issues
• Test repaired items to ensure proper operation
• Read, parse and manipulate various technical formats including XML, EDI, IDoc and CSV
• Log product enhancements and defects into the TraceLink tracking systems like Jira, Salesforce and Wiki
• Provide subject matter expertise on Tracelink’s data interfaces
• Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner
• Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques
• Create and/or revise user instructions and manuals
• Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues

Benefits

$112,445 - $115,000