Technical Support Engineer
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 ground-breaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. And Medidata’s ongoing commitment to infusing the patient voice into trial designs and solutions is helping to create a better and more inclusive experience for all participants in clinical studies. Medidata is involved in nearly 40% of company-initiated trial starts globally, with studies conducted in more than 140 countries. More than 70% of novel drugs approved by the Food and Drug Administration (FDA) in 2022 were developed with Medidata software. 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.com and follow us @medidata.
The Technical Support Engineer is a technical expert who acts as the primary interface between first/second line support and core engineering teams. He/She is responsible for handling 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 RD 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. 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 first/second line support. A strong SQL background is a necessity.
- 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 knowledge base data - Continually increase subject matter knowledge on Medidata products - Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulator
Required: - 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 - Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion - Superior organization and communication skills, both verbal and written - Experience with application debugging - Ability to work independently but with a team-focused approach within multi-disciplinary teams and quickly adapt to job requirements changing on an ad hoc basis - Total commitment to quality and attention to detail - Customer focus and a proven proactive approach, ability to understand and define customer needs quickly and effectively
As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.
The salary range for positions that will be physically based in the NYC Metro Area is $79,500-97,568. The salary range for positions that will be physically based in the California Bay Area is $84,000-112,000. The salary range for positions that will be physically based in the Boston Metro Area is $78,000-104,000. The salary range for positions that will be physically based in Texas or Ohio is $70,125-93,500. The salary range for positions that will be physically based in all other locations within the United States is $71,250-95,000. 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; 401(k) matching; unlimited paid time off; and 10 paid holidays per year.