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 groundbreaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at
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About the Team:
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 will handle work requests (which can be internally or externally generated) that have been routed for diagnosis and implementation while updating internal and external customers. You will handle work requests directly or solicit assistance from the core engineering teams with the R&D team for non-known issues/defect reporting. You will also identify applications defects, then test and document them for the core engineering teams to fix as part of the product.
Responsibilities:
Reporting to our Manager for Technical Support you will:
Manage work requests that describe issues, software bugs or customer problems and properly taking ownership of issues through to resolution.
Develop diagnostic and corrective SQL scripts to help us resolve customer problems or identify existing scripts or patches that must be applied.
Reproduce the technical problems, diagnose causes, identify temporary or final solutions and communicate status updates to our clients.
Distinguish between application database, operating system, network, and hardware problems and take ownership of issues through to resolution.
Provide process analysis and make recommendations for improvements, including maintenance of our knowledge base.
Participate in weekend on-call rotation for critical issues escalation.
Present complex technical information to non-technical audiences.
Work with other Medidata teams to ensure application effectiveness and compliance with regulatory and legislative controls.
Qualifications:
SQL Server specific training/work experience and advanced experience with SQL (e.g. MySQL, PostgreSQL, MSSQL).
Intermediate experience with C#, Visual Studios and ASP.net; basic experience with Ruby, Java and HTML code.
Analytical, well organized and able to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion.
Evidence of working independently yet with a team-focused approach.
Excited to become a reference point for the entire team on application topics and advise on complex technical scenarios.
Can demonstrate a customer focus with an ability to understand and define customer needs at speed.
Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience.
Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. This sales position is eligible for a commission on the terms of applicable plan documents. Medidata believes that other 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; a generous pension; and 25+ paid holidays per year.
Inclusion statement
As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it’s our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.
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