Senior Engineer - Product Support

Sycamore Informatics Inc.; India; Sur place; INR 900 000 - 1 300 000; Plein temps

Résumé du poste

Sycamore Informatics Inc. is seeking an experienced Application Support professional in India to provide expert support for Sycamore SaaS products. The role requires 3–8 years of experience, a Master's or Bachelor's degree, and strong Unix/Linux, Windows, scripting, and database skills.

ITIL knowledge and excellent communication are essential. Responsibilities include diagnosing complex issues, documenting solutions, supporting deployments, and mentoring clients and staff in a fast-paced,

Qualifications

• Minimum 3-8 years experience in application support.
• MBA/Master's or Bachelor's in CS/IS/Physics/Math or related discipline.
• Strong Unix/Linux, Windows, scripting and database skills; ITIL understanding.

Responsabilités

• Diagnose and resolve complex application issues across SaaS products.
• Serve as product-related SME for data integrity and performance bottlenecks.
• Document discussions, issues, and escalation plans with customers.
• Assist with deployments, releases, and monitoring tooling improvements.
• Provide 24x7 support in shift-based environment.
• Train clients and staff on solutions and best practices.

Connaissances

Unix/Linux

Windows environment

Scripting

Database management

ITIL framework understanding

Communication skills

Documentation skills

Root cause analysis

Time management

Multi-tasking

Formation

Master's degree

Bachelor's degree

Outils

Ruby on Rails

AWS

SQL

R

Python

CloudOps

Description du poste

Role - Providing application support for Sycamore SaaS products from product and/or technical support perspective. (IMMEDIATE JOINER)

Experience (in years) - Minimum 3-8 years experience in application support

Education - Masters/Bachelor’s degree, preferably in Computer Science, Information science, Physics, Math or any other related discipline.

Strong command of Unix/Linux, Windows environment, scripting skills, database management skills, ITIL framework understanding. Excellent verbal and written communication skills. Time Management: Handling multiple tasks and prioritizing effectively; Quick learning ability; Good documentation skills Exceptional analytical and diagnostic skills with a methodical approach to root cause analysis and complex problem-solving. Ability to translate technical findings into clear, concise, and actionable recommendations.

Desired Skills

Knowledge of the clinical research process with emphasis on data collection and preparation for submission; Ruby on Rails programming skills; CloudOps skills, R/Python programming skills; Problem management skills.

Certifications

if any Preferred certifications - ITIL certifications/GxP certifications/AWS certifications/DB certifications

Summary

This role requires excellent communication skills and a good understanding of clinical trials. It also requires troubleshooting and resolving client-specific technical cases, escalating cases as required; assisting with projects moving from project to production environment, and training clients and

staff. This fast-paced role requires flexibility working with several stakeholders while being exposed to various technologies and environments. Expertise in Ruby on Rails programming would be a plus. Understanding of clinical trial standards and GxP practices is desirable.

• Serve as product related subject matter expert for diagnosing and resolving complex application issues, performance bottlenecks, and data integrity problems.
• Application of exceptional analytical and diagnostic skills with a methodical approach to root cause analysis and complex problem-solving.
• Translate technical findings into clear, concise, and actionable recommendations.
• Attend customer calls and document the issues on all software products the Companysupports.
• Perform discovery with customers whenever possible, as directed.
• Following up on all issues promptly and maintaining high levels of customer satisfaction.
• Document all discussions or correspondence with customers following company policies and procedures.
• Report open issues daily to teamleaders.
• Provides basic support and troubleshooting, such as password resets, break/fix instructions, verification of proper setup, and assistance with navigating around application menus
• Generating reports, analysis documents using programming skills
• Create and maintain ticket routing; escalation plan, as required.
• Suggest and implement enhancements to monitoring tools and alert configurations; improving support processes and automation initiatives.
• Participate in application deployment and release management to ensure smooth
• Team collaboration and ensuring adherence to company’s information security policies and regulatory compliance requirements.
• 6+ years of working experience with at least one or more years in application support experience from a B2B context.
• Troubleshooting: Diagnosing errors, checking logs, replicating issues, and resolving bugs.
• Monitoring: Tool based ticket monitoring and assignment
• System Knowledge: Experience with specific enterprise systems (clinical preferred) and operating systems (Unix/Windows/Linux).

Process & Operations

• Issue Resolution: Managing tickets, escalating complex problems, and documenting solutions.
• Code Management: Handling code migration and configuration changes.
• User Support: Providing front-end and internal support, installation, and configuration.
• Experience working in 24x7 or on-call environments
• Working in shifts
• Knowledge of ITIL frameworks (ITIL Foundation certification is a plus)
• Demonstrated excellent verbal and written communication skills.
• Contribute to continuously improving support processes, tools, and automation initiatives.

Desired Experience

• Created and maintained comprehensive documentation, including detailed troubleshooting guides, operational runbooks, SQL scripts, Unix/Linux commands, and knowledge base articles.
• Conduct in-depth root cause analysis for recurring incidents, translating technical findings into actionable solutions
• Working experience of supporting applications in the clinical research/trials domain