Technical Support Engineer

Starlims Corporation; Cádiz; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Technical Support Specialist to enhance customer relationships by providing timely and accurate technical support. This role involves managing support cases, troubleshooting software issues, and collaborating with engineers across Europe. Ideal candidates will possess strong communication skills, a knack for problem-solving, and proficiency in SQL and C#. Join a dynamic team where your contributions will directly impact customer satisfaction and operational efficiency in a fast-paced environment.

Formación

• Strong troubleshooting skills for software problems.
• Excellent communication and interpersonal skills.
• Programming experience with SQL and C#.

Responsabilidades

• Handle level 1 and level 2 customer incidents technically.
• Manage and own assigned support cases.
• Perform remote analysis and resolution of problems.

Conocimientos

Excellent written and verbal communication

Strong troubleshooting skills

Programming experience with SQL

Analytical skills

Ability to learn new processes

Interpersonal skills

Problem-solving abilities

Organizational skills

Team player

Fluent in English and Spanish

Herramientas

Oracle

SQL Server

MS-SQL

C#

Descripción del empleo

STARLIMS provides leading Laboratory Information Management Systems (LIMS) solutions that have served customers around the world for over 30 years. STARLIMS solution suite helps to improve the reliability of laboratory sampling processes, manage complex testing workflows and analytical methods, support compliance with global regulatory requirements and industry standards, and provide comprehensive reporting, monitoring, and analysis capabilities. With multiple support centers across the globe, STARLIMS solutions are used in labs across multiple industries and disciplines including pharma & biotech, life sciences, food & beverage, manufacturing, petrochemical refineries and oil & gas, chemical, public health, forensics, and environmental sectors, offering an influx of global career opportunities.

Role :

The Technical Support Specialist provides accurate and timely technical information, support, advice, and assistance regarding the organization's products and services before, during, and after a transaction to maintain and improve customer relationships. This involves communicating with customers via email, phone, or support systems to answer inquiries, understand technical questions, assess needs, and suggest or promote solutions, alternative products, or services. The role requires applying established procedures or developing new solutions to solve technical problems through case management and follow-up on outstanding cases.

Responsibilities :

• Handle level 1 and level 2 customer incidents technically.
• Manage and own assigned support cases (tickets).
• Master application settings.
• Perform remote analysis and resolution of problems encountered.
• Monitor incident tickets, investigate, perform additional tests, resolve, and close or escalate cases as appropriate.
• Collaborate with other STARLIMS support engineers in Europe as part of global support efforts.
• Recommend system modifications to reduce user problems.

Who You Are :

• Excellent written and verbal communication, interpersonal, facilitation, presentation, analytical, organizational, and follow-up skills.
• Ability to establish and maintain good working relationships with engineers, vendors, and customers.
• Strong troubleshooting skills for software problems, with creative and effective problem-solving abilities.
• Ability to learn new processes and recommend improvements.
• Experience working in a broad enterprise or cross-division business environment is preferred.
• Capable of working in a highly matrixed and geographically diverse environment.
• Team player with the ability to work independently in a fast-paced, changing environment.
• Ability to engage others and leverage resources to accomplish projects.
• Effective communicator at multiple organizational levels.
• Proficient in multitasking, prioritizing, and meeting deadlines.
• Strong organizational and attention to detail skills.
• Programming experience with SQL and an object-oriented language like C# or equivalent.
• Experience with RDMS such as Oracle, SQL Server, MS-SQL, etc.
• Fluent in oral and written English and Spanish.

Nice to have :

Prior experience with LIMS, ELN, SDMS, or LES systems.

STARLIMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age, or disability.