Technical Support Engineer (SQL)

Dassault Systemes; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Technical Support Engineer to bridge the gap between customer support and engineering teams. In this role, you will manage and resolve technical issues, develop diagnostic scripts, and ensure effective communication with clients. This position offers the opportunity to work in a dynamic environment where you can contribute to improvements and support the development of innovative solutions in life sciences. If you are passionate about technology and customer service, this role is perfect for you!

Benefits

Medical insurance

Dental insurance

Life insurance

Disability insurance

Generous pension

25+ paid holidays per year

Qualifications

• Advanced experience with SQL and SQL Server; capable of developing diagnostic scripts.
• Intermediate experience with C#, Visual Studio, and ASP.NET; familiar with Ruby and Java.

Responsibilities

• Manage and resolve work requests related to software bugs and customer issues.
• Develop scripts to diagnose and correct customer problems effectively.

Skills

SQL

C#

Visual Studio

ASP.NET

Ruby

Java

HTML

Analytical Skills

Customer Focus

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Systems

Bachelor's degree in Life Sciences

Tools

SQL Server

MySQL

PostgreSQL

Job description

Medidata: Powering Smarter Treatments and Healthier People

Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its groundbreaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us on LinkedIn, Instagram, and X.

About the Team:

The Customer Support Technical Support Engineer is a technical expert who is the primary contact between first/second line support and core engineering teams. You will handle work requests (which can be internally or externally generated) that have been routed for diagnosis and implementation while updating internal and external customers. You will handle work requests directly or solicit assistance from the core engineering teams with the R&D team for non-known issues/defect reporting. You will also identify applications defects, then test and document them for the core engineering teams to fix as part of the product.

Responsibilities:

1. Manage work requests that describe issues, software bugs or customer problems and properly take ownership of issues through to resolution.
2. Develop diagnostic and corrective SQL scripts to help us resolve customer problems or identify existing scripts or patches that must be applied.
3. Reproduce the technical problems, diagnose causes, identify temporary or final solutions and communicate status updates to our clients.
4. Distinguish between application database, operating system, network, and hardware problems and take ownership of issues through to resolution.
5. Provide process analysis and make recommendations for improvements, including maintenance of our knowledge base.
6. Participate in weekend on-call rotation for critical issues escalation.
7. Present complex technical information to non-technical audiences.
8. Work with other Medidata teams to ensure application effectiveness and compliance with regulatory and legislative controls.

Qualifications

1. SQL Server specific training/work experience and advanced experience with SQL (e.g. MySQL, PostgreSQL, MSSQL).
2. Intermediate experience with C#, Visual Studios and ASP.net; basic experience with Ruby, Java and HTML code.
3. Analytical, well-organized and able to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion.
4. Evidence of working independently yet with a team-focused approach.
5. Excited to become a reference point for the entire team on application topics and advise on complex technical scenarios.
6. Can demonstrate a customer focus with an ability to understand and define customer needs at speed.
7. Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. This sales position is eligible for a commission on the terms of applicable plan documents. Medidata believes that other benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, dental, life and disability insurance; a generous pension; and 25+ paid holidays per year.

Diversity statement

As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it's our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.