Advanced Technical Services Engineer, Senior
Advanced Technical Services Engineer, Senior
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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 multi-enterprise 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.
Overview
The Senior Advanced Technical Services Engineer is a senior member of the Advanced Technical Services team and is responsible for executing technical activities within Technical Support while being a mentor to the Technical Support Team. This role requires a combination of technical and interpersonal skills to be successful.
Responsibilities
Assist in the resolution of complex customer issues by utilizing TraceLink products working with TraceLink teams to develop new product solutions or creating internal tooling.
Serve as technical advisor and mentor to Technical Support engineers
Coordinate triage prioritization delegation and execution of customer Data Repairs
Create and support scripts to assist the Technical Support Teams
Recognized Subject Matter Expert for 3-4 TraceLink Applications
Document and provide technical training to Technical Support Teams
Advocate for product enhancement and issue resolution by liaising to other TraceLink teams
Skills and Competencies
Proficiency in reading parsing and manipulating various technical formats such as XML JSON and CSV.
Base knowledge of multiple scripting languages (Perl Python shell script).
Strong debugging skills and familiarity with debugging software to resolve complex problems.
Expert ability to analyze application logs
Able to create and evaluate the merits of multiple solutions to problems; aids in coming up with effective and creative solutions to complex use cases.
Knowledge of B2B technologies such as AS2 SFTP and Web Services.
Extensive working knowledge of Microsoft products (Office Project Outlook SharePoint) Google products (Gmail Calendar Drive Docs Sheets Slides Groups Hangouts Forms) Salesforce and other industry standard collaboration tools (Slack etc.).
Consistently meets milestones and commitments; sets the right example and standard within the organization.
Effectively plans work and manages peer and customer expectations.
Highly self-motivated; thrives in a fast-paced environment.
Excellent verbal and written communication skills with extremely high standards for documentation.
Is a very effective listener and understands the needs of customers and team members.
Acts as a facilitator or moderator in internal and customer meetings.
Acts as a mentor to other Technical Support resources.
Contributes to and embraces the Technical Support strategy. Secondary
Openly shares information experience and expertise with others to foster team spirit in support of Technical Support goals.
Able to lead a cross-functional team effort to resolve complex problems.
Identifies gaps in team knowledge and proactively works to close gaps through either creating new communication channels or contributing to existing ones.
Essential Qualifications
Fluent in written and spoken English. Additional language skills may be required depending on geographic assignment.
5 years of experience in technical customer-facing roles preferably within technology delivery organizations.
BS/BA technical degree or equivalent experience.
In depth knowledge of UNIX and/or JAVA.
Working knowledge of common ERP systems.
As part of team rotation will work late shift Monday to Friday from 11 AM ET to 8 PM ET rotational if required
As part of team rotation will be on call Monday to Sunday from 8 AM ET to 11 PM ET
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
