Hybrid Technical Support Engineer—AI-Driven VIP Support

MediData; Woodbridge Township (NJ); Hybrid; USD 71,000 - 95,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) matching

Flexible PTO

Paid holidays

Job summary

Medidata, a Dassault Systèmes company, is hiring a Technical Support Engineer to serve as the primary liaison between support and core engineering teams. You will handle work requests, develop fixes or SQL scripts, and document resolutions for internal and external customers.

You will participate in on-call rotations, assist VIP clients, and collaborate across Medidata products while advancing knowledge base content and AI-assisted troubleshooting within a regulated clinical platform environment.

Qualifications

• Bachelor's degree in CS, IS, Life Sciences, or equivalent engineering experience.
• Experience with API/web services and multiple integrated software products.
• SQL experience querying/modifying data in MYSQL, MS SQL Server, MongoDB, Snowflake.
• Proficient in C#, JavaScript, Visual Studio, Ruby, Python and ASP.NET.
• Experience with incident/project management software and customer remediation.
• Strong interpersonal and collaborative skills.

Responsibilities

• Provide support for internal and external customers.
• Manage work requests describing issues, bugs, or customer problems.
• Develop fixes or SQL scripts to resolve problems; reuse existing patches when applicable.
• Provide process analysis and improvement recommendations.
• Participate in on-call rotations for urgent issues.
• Handle VIP customer calls during business hours.
• Differentiate application, database, OS, network, and hardware problems; own issues to resolution.
• Present complex technical information to non-technical audiences.
• Document problem resolution for future reference and reporting.
• Create and maintain knowledge base content; expand AI-assisted troubleshooting.
• Collaborate with Medidata teams to ensure product efficiency and regulatory conformance.
• Reproduce issues, diagnose causes, and communicate status to clients.
• Utilize AI tools to draft/ publish knowledge base articles and post-mortem analyses.

Skills

API/web services

SQL

C#

JavaScript

ASP.NET

Python

Git

Visual Studio

Incident Management

Customer-facing problem solving

LLM prompt engineering

Education

Bachelor's degree in Computer Science or related field

Tools

GitHub Copilot

Postman

SQL clients / IDEs

Virtual Machines

MongoDB / Snowflake

Job description

Medidata, a Dassault Systèmes company, is hiring a Technical Support Engineer to serve as the primary liaison between support and core engineering teams. You will handle work requests, develop fixes or SQL scripts, and document resolutions for internal and external customers.

You will participate in on-call rotations, assist VIP clients, and collaborate across Medidata products while advancing knowledge base content and AI-assisted troubleshooting within a regulated clinical platform environment.