Hybrid Technical Support Engineer — AI-Driven, VIP Support

Medidata Solutions; New Jersey; Hybrid; USD 71,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Disability insurance

401(k) matching

Family leave

Flexible paid time off

10 paid holidays per year

Job summary

Medidata Solutions is seeking a Technical Support Engineer to serve as the primary contact between support teams and core engineering. You will diagnose issues, create fixes, and document findings while collaborating with R&D to resolve complex problems.

The role involves handling on-call rotations, assisting VIP customers, and contributing to knowledge base content. A strong background in software development and AI-assisted troubleshooting is preferred.

Qualifications

• Bachelor's degree or equivalent engineering experience.
• Experience with API/web services.
• SQL experience querying and modifying data using MYSQL, MS SQL Server, MongoDB, Snowflake.
• Experience with C#, Javascript, Visual Studio, Ruby, Python and ASP.NET.
• Experience using Incident Management and/or Project Management software.
• Experience with multiple integrated software products/services.
• Experience working with customers to resolve complex issues while finding innovative workarounds.
• Experience with Git, Visual Studio, Virtual Machines, Excel, Postman or other API/REST client.

Responsibilities

• Provide support for internal and external customers.
• Manage work requests describing issues, software bugs, or customer problems.
• Develop fixes or SQL scripts to resolve problems or apply patches.
• Provide process analysis and recommendations for improvements.
• Participate in on-call rotations for urgent off-hours issues.
• Handle calls from VIP customers during business hours.
• Differentiate between DB, OS, network and hardware problems and own issues to resolution.
• Present complex technical information to non-technical audiences.
• Document problem resolution for future reference and reporting.
• Contribute to knowledge base data and articles.
• Stay current with Medidata products and collaborate with teams on efficiency and compliance.

Skills

SQL

C#

JavaScript

ASP.NET

Python

Git

GitHub Copilot

Postman

API/Web services

Visual Studio

Education

Bachelor's degree in Computer Science, Information Systems or Life Sciences

Tools

Visual Studio

GitHub Copilot

Postman

Git

Ruby

Python

SQL Client

Job description

Medidata Solutions is seeking a Technical Support Engineer to serve as the primary contact between support teams and core engineering. You will diagnose issues, create fixes, and document findings while collaborating with R&D to resolve complex problems.

The role involves handling on-call rotations, assisting VIP customers, and contributing to knowledge base content. A strong background in software development and AI-assisted troubleshooting is preferred.