Technical Support Engineer

Looking for a new challenge where engineering meets impact? This role as Technical Support Engineer is perfect for you!

Proclinical is seeking a Technical Support Engineer to join a dynamic team and provide exceptional support for SaaS applications. In this role, you will address technical issues reported to the Helpdesk, troubleshoot and resolve customer concerns, and collaborate with internal teams to enhance products and services. This position is ideal for someone who thrives in a fast-paced environment and is passionate about delivering high-quality customer experiences.

Please note that to be considered for this role you must have the right to work in this location or hold an EU passport.

Responsibilities:

• Provide technical support for SaaS applications, ensuring timely resolution of customer issues.
• Investigate, troubleshoot, and diagnose technical problems, escalating complex cases to the product team when necessary.
• Collaborate with engineering, QA, and product teams to resolve technical challenges.
• Maintain and update knowledge base articles and internal documentation to improve team efficiency.
• Stay informed about product updates and train team members on new features.
• Offer feedback to product development teams based on customer interactions.
• Educate customers on best practices to prevent recurring technical issues.
• Adhere to service level agreements (SLAs) for response times and issue resolution.

Key Skills and Requirements:

• Proficiency in web services technologies such as REST and SOAP, with experience debugging SaaS web applications (e.g., Google Developer Tools).
• Familiarity with logs and monitoring tools like Datadog and Kibana for troubleshooting.
• Knowledge of API debugging processes; experience with EDC APIs (e.g., Medidata Rave or Veeva) is a plus.
• Understanding of the ODM-XML standard format.
• Experience using tools like JIRA and Confluence for project workflows, dashboards, and issue tracking.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Customer-focused mindset with excellent problem-solving and analytical skills.
• Ability to manage multiple tasks, prioritize effectively, and work independently or collaboratively.
• Comfortable working with remote teams across different time zones.
  

If you are having difficulty in applying or if you have any questions, please contact Tom Stables at t.stables@proclinical.com.

If you are interested in applying to this exciting opportunity, then please click 'Apply' or to speak to one of our specialists please request a call back at the top of this page.

Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.

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