R&D Support Engineer - Technology R&D

Signant Health; Santiago; Presencial; CLP 20.000.000 - 40.000.000; Jornada completa

Descripción de la vacante

A global evidence generation company is hiring an R&D Support Engineer in Santiago, Chile. The role involves resolving infrastructure incidents, collaborating with teams for support, and requires strong technical skills along with a Bachelor’s degree in software engineering or computer science. The ideal candidate possesses four years of experience and excellent communication skills.

Formación

• Minimum of four years’ experience in a software development environment.
• Strong experience working directly with customers.
• Good understanding of computer systems and mobile devices.

Responsabilidades

• Investigates and resolves infrastructure and application incidents.
• Collaborates with Product Management, Operations teams, and R&D.
• Tracks progress of support tickets to meet deadlines.

Conocimientos

Customer service

Problem-solving

Analytical skills

Communication

Collaboration

Educación

Bachelor’s Degree in software engineering or computer science

Master’s Degree

Herramientas

SQL

API knowledge

Scripting languages (Perl, Shell)

Descripción del empleo

Are you ready for the Most Impactful Work of Your Life?

Signant Health is a global evidence generation company. We’re helping our customers digitally enable their clinical trial programs, meeting patients where they are, driving change through technology and innovations and reimagining the path to proof. Working at Signant Health puts you in the very heart of the world’s most exciting sector - a high-growth, dynamic company in an extraordinary industry.

Role Purpose

The R&D Support Engineer provides excellent internal customer service and resolves infrastructure and application incidents from production and pre-production environments which are escalated to R&D.

As part of our team, your main responsibilities will be:

• Investigates and resolves infrastructure and application incidents from production and pre-production environments which are escalated to R&D.
• Collaborates with Product Management, Operations teams and R&D teams to ensure high quality support services for internal customers.
• Assists, manages and triages incidents and service requests for R&D support
• Determines root cause of issues
• Verifies that all necessary requirements, incident details, sample data, and other supporting information is provided with each incident or service request submitted
• Possesses or quickly gains detailed knowledge of the company’s products to effectively document and support the products
• Tracks progress of R&D support tickets with a focus on meeting delivery deadlines
• Collaborates with R&D teams for ensuring the appropriate resources are engaged for timely action and proper traction
• Communicates proactively request status to internal customers
• Provides data and reporting R&D support tickets status as needed

Decision Making and Influence

• Helps to manage overall prioritizations between production incidents/problems, releases, and new products implementation
• Helps to develop and implement the overall management process for the incident management
• Advises management on situations that may require additional support or escalation
• Follows up with internal customers to identify areas of improvement
• Other responsibilities will be assigned as required

You’ll need to bring:

• Bachelor’s Degree in software engineering or computer science required. Master’s Degree is a plus
• Minimum of four years’ experience in a software development environment
• Strong experience working directly with customers
• Basic knowledge of web services and API
• Understanding of SQL language
• Basic knowledge of scripting languages (Perl, Shell)
• Good understanding of computer systems, mobile devices and other tech products
• Strong analytical and organizational skills
• Problem-solving attitude and motivation to achieve the company’s goals and objectives.
• Ability to learn quickly and adapt to change
• Strong and collaborative work ethic, team-oriented person with a “can do” attitude, high integrity and critical thinker
• Strong communication and interpersonal skills
• Must be able to deal effectively with all levels of the organization
• Ability to communicate technical issues to non-technical business colleagues
• Passion and demonstrated ability for continuous process improvement
• Excellent decision-making

Desirable:

• Experience working in an Agile Development environment

Location: Santiago, RM, Chile

Language: Resumes must be submitted in English.

At Signant Health, accepting difference isn’t enough—we celebrate it, we support it, and we nurture it for the benefit of our team members, our clients and our community. Signant Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.