The Customer Support Technical Support Engineer is a technical expert who is the primary contact between first/second line support and core engineering teams. You handle work requests that have been routed for diagnosis and implementation while updating internal and external customers. The Technical Support Engineer will handle work requests directly or solicit assistance from the core engineering teams with 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. You will report to Senior Manager, Technical Support.
Responsibilities:
- Provide support for internal and external customers
- Manage work requests that describe issues, software bugs or customer problems and taking ownership of issues through to resolution
- Develop diagnostic and corrective SQL scripts to resolve customer problems or identify existing scripts or patches that must be applied
- Distinguish between application database, operating system, network, and hardware problems and taking ownership of issues through to resolution
- Reproduce the technical problems, diagnose causes, identify temporary and interim-term solutions and communicate status updates to clients
- Debug applications and log any newly identified resolution
- Participate in weekend on-call rotation for important issues escalation
- Present complex technical information to non-technical audiences
- Increase subject matter knowledge on Medidata products
Qualifications:
- Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
- Experience with SQL (e.g. MySQL, PostgreSQL, MSSQL)
- 3 – 5 years experience working in a regulated environment
- Basic experience with Ruby, Java and HTML code
- Experience with application debugging
- Experience approaching a problem from different angles, analysing pros and cons of different solutions
- Experience creating system documentation and the multiple team and customer goals independently and in a deadline-sensitive fashion
- Have a team-focused approach within diverse teams and quickly adapt to job requirements changing on an ad hoc basis
- Is a reference point for the entire team on several application topics and can advise on complex technical scenarios
- Customer focus and ability to understand and define customer needs
- Fluent in Mandarin and English (written and spoken)
