Application Support Engineer

Sycamore Informatics Inc.; India; Remote; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading technology firm is seeking a Senior Executive Talent Acquisition with over 8 years of experience, including 4 years at a senior level in the clinical research domain. The role involves troubleshooting technical issues, communicating with clients, and ensuring high satisfaction. Candidates should have strong command of SQL and Unix/Linux environments along with excellent communication skills. This is a full-time remote position based in India.

Qualifications

• 8+ years overall experience in IT, with a minimum of 4 years at a senior level.
• Experience implementing applications in the clinical research/trials domain.
• ITIL certification required.

Responsibilities

• Troubleshoot and resolve client-specific technical cases.
• Assist with escalations from support staff and move projects to production.
• Maintain high customer satisfaction and document interactions.

Skills

Strong command of SQL

Unix/Linux experience

Windows environments

Excellent verbal and written communication

Cross-functional teamwork

Scripting experience with Python or Ruby

Job description

Senior Executive Talent Acquisition

Experience: 8+ years overall, 4-7 years at senior level, with at least 1 year implementing applications in the clinical research/trials domain.

Location: Remote (India)

Essential Skills

• Technical: strong command of SQL, Unix/Linux, and Windows environments; familiarity with ITIL processes.
• Excellent verbal and written communication.
• Ability to manage and prioritize multiple tasks under deadlines.
• Work effectively with cross‑functional teams (Development, Infrastructure, Business Analysts).
• Participate in on‑call rotation for extended night shifts.
• Navigate and analyze logs, configurations, and system metrics on Unix/Linux servers using command‑line tools.
• Scripting experience with Python or Ruby (preferred).
• Writing SQL queries.

Desired Skills

• Knowledge of the clinical research process, data collection, and preparation for submission.
• Knowledge of Ruby programming.
• Knowledge of clinical trials related standards and GxP practices.

Certifications

ITIL certification.

Summary / Responsibilities

This role requires excellent communication skills and a good understanding of the clinical trials domain. Responsibilities include troubleshooting and resolving client‑specific technical cases, assisting with escalation from level one and two support staff, moving client projects from project to production, and training clients & staff.

Serving as a subject matter expert for diagnosing and resolving complex application issues, performance bottlenecks, and data integrity problems.

Conduct discovery with customers, follow up on issues promptly, maintain high customer satisfaction, document interactions, report issues, provide basic support and troubleshooting, log ticket routing and escalation to level three support, and contribute to continuous improvement of support processes, tools, and automation initiatives.

Desired Experience

• Create and maintain comprehensive documentation, including troubleshooting guides, runbooks, SQL scripts, Unix/Linux commands, and knowledge base articles.
• Conduct in‑depth root cause analysis for recurring incidents, translating findings into actionable solutions.

Employment Details

• Seniority level: Associate
• Employment type: Full‑time
• Job function: Information Technology
• Industries: Software Development

Referrals increase your chances of interviewing at Sycamore Informatics Inc. by 2x.