Technical Support Engineer

About the role

The Technical Support Engineer is a hybrid remote/in-office role, working 3 days per week in either the NYC or Iselin, NJ office. This position requires a Bachelor's degree in Computer Science, Information Systems, or Life Sciences, or equivalent engineering experience.

Responsibilities

• 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
• Participate in weekly (and occasional weekend) on-call rotations for off-hours important issues escalation
• Take part in taking calls (during business hours) from VIP customers for urgent issues
• Distinguish between application database, operating system, network, and hardware problems and properly take 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
• Continually increase subject matter knowledge on Medidata products
• Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls
• Reproduce technical problems, debug systems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients
• Experience using Incident Management and/or Project Management software
• Experience with multiple integrated software products/services
• Experience with querying/ modifying data using SQL scripts
• Experience with working with customers to resolve complex issues in a professional manner
• Experience finding innovative workarounds to issues
• Knowledge of other programming languages: Ruby, Javascript, etc
• Experience with Git, Visual Studio, Virtual Machines, Excel, Postman or any API/REST client
• Team Working skills

Qualifications

• Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
• Basic experience with Ruby and HTML code
• SQL training/work experience
• Basic experience with C#, Javascript, Visual Studio and ASP.NET

Benefits

Medidata offers a comprehensive benefits package including medical, dental, life and disability insurance, 401(k) matching, family leave, flexible paid time off, and 10 paid holidays per year. Equal Employment Opportunity is practiced at Medidata. Medidata is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.