Software Configuration Engineer III (Tier III Support)

Coforge; Indianapolis (IN); On-site; USD 90,000 - 150,000; Full time

Job summary

Coforge is seeking Software Configuration Engineers with Tier III Support expertise for a proprietary clinical trial platform. Based in Indianapolis, you will work in a global 24x5 support model.

Responsibilities include investigating complex production issues, root cause analysis, SME for configuration, collaboration with product teams, on-call rotation, and contributing to documentation and process improvements.

Qualifications

• Software configuration and troubleshooting experience.
• Root cause analysis and debugging abilities.
• SQL and relational database proficiency.
• Experience with Agile methodologies.
• Strong communication and problem-solving skills.
• Experience in Life Sciences/Clinical Research (preferred).

Responsibilities

• Provide Tier III technical support for a proprietary clinical trial platform in a global 24x5 model.
• Investigate and resolve complex production issues escalated from Tier II teams.
• Perform root cause analysis across configurations, platform functionality, and software components.
• Act as SME for application configuration and platform behavior.
• Collaborate with Product Managers and Software Engineers to identify, document, and resolve software defects.
• Analyze application code and configuration settings to understand system behavior and troubleshoot issues.
• Recommend and implement improvements to enhance platform stability and reduce recurring incidents.
• Identify trends in support cases and drive preventive solutions.
• Participate in testing, validation, and verification of software fixes before production releases.
• Create and maintain technical documentation and troubleshooting guides.
• Contribute to operational best practices and continuous improvement initiatives.
• Participate in an on-call rotation to provide Tier III support coverage as needed.
• Work with global teams to ensure timely issue resolution and service continuity.

Skills

Software configuration

Troubleshooting

Root cause analysis

SQL

Relational databases

Agile methodologies

Communication skills

Problem-solving

Job description

Job Title: Software Configuration Engineer III (Tier III Support)

Coforge is seeking Software Configuration Engineers with expertise in Tier III Support, Software Configuration, SQL, Root Cause Analysis, and SaaS/Enterprise Applications.

Key Responsibilities:

• Provide Tier III technical support for a proprietary clinical trial platform within a global 24x5 support model.
• Investigate and resolve complex production issues escalated from Tier II support teams.
• Perform root cause analysis across application configurations, platform functionality, and software components.
• Act as a Subject Matter Expert (SME) for application configuration and platform behavior.
• Collaborate with Product Managers and Software Engineers to identify, document, and resolve software defects.
• Analyze application code and configuration settings to understand system behavior and troubleshoot issues.
• Recommend and implement improvements to enhance platform stability and reduce recurring support incidents.
• Identify trends in support cases and proactively drive preventive solutions.
• Participate in testing, validation, and verification of software fixes before production releases.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Contribute to operational best practices and continuous improvement initiatives.
• Participate in an on-call rotation to provide Tier III support coverage as needed.
• Work closely with global teams in a distributed environment to ensure timely issue resolution and service continuity.
• Support product quality initiatives and help reduce future support demand through proactive analysis and optimization.
• Develop expertise in the platform while gaining exposure to software engineering and product development activities.

Required Skills & Experience

• Software Configuration & Troubleshooting
• Root Cause Analysis & Debugging
• SQL & Relational Databases
• Agile Methodologies
• Strong Communication & Problem-Solving Skills
• Experience in Life Sciences/Clinical Research (Preferred)