Technical Support Engineer III
Technical Support Engineer III
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Job Description
Company overview:
TraceLinks software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance visibility and decision making. It reduces disruption to the supply of medicines to patients who need them anywhere in the world.
Founded in 2009 with the simple mission of protecting patients today Tracelink has 8 offices over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multienterprise collaboration through innovative new applications such as MINT.
Tracelink is recognized as an industry leader by Gartner and IDC and for having a great company culture by Comparably.
As part of our Global Support organization the Support Engineer is critical to help assure the overall success and satisfaction of customers in implementing and utilizing solutions in the TraceLink Life Sciences Cloud. This role requires a combination of problem solving technical and interpersonal skills to be successful. The target candidate will have experience working with web applications UNIX and scripting languages as well as troubleshooting and solving customer issues.
Specific responsibilities include:
Direct interaction with customers and other TraceLink departments to understand document troubleshoot and resolve customer issues in a timely manner.
Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.
Partner with Product Management Engineering and Quality Assurance on the timely resolution of customer reported issues.
Skills and Requirements:
Experience supporting proprietary enterprise level software applications
Customerfriendly communication and attitude
Excellent verbal and written communication skills
Strong analytical skills and attention to detail
Demonstrate a strong ability to utilize UNIX command line interface with a focus of parsing data sets
BS in Computer Science or similar information technology degree
2 4 years working experience in a technical support and troubleshooting role
Ability to read parse and manipulate various technical formats including XML EDI and CSV
Working knowledge of B2B technologies including AS2 SFTP and Web Services
Background writing in a scripting language a plus
Experience with supply chain software and knowledge of pharmaceutical industry preferred
Please see the Tracelink Privacy Policyfor more information on how Tracelink processes your personal information during the recruitment process and if applicable based on your location how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data including any requests to exercise your legal rights referred to at the end of this notice please contact .
Employment Type
Full Time
