Technical Support Engineer

Dassault Systèmes; New York (NY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Medidata, a Dassault Systèmes brand, is seeking a Technical Support Engineer in New York City for a hybrid role. You will be the primary contact for internal and external customers, diagnose issues, and craft fixes or scripts to resolve complex problems.

Responsibilities include on-call rotations, handling VIP calls, writing clear documentation, and contributing to knowledge base improvements. Strong SQL and communication skills are essential.

Qualifications

• Experience providing technical support to internal and external customers.
• Ability to analyze issues, reproduce steps, and propose fixes.
• Strong written and verbal communication with non-technical audiences.

Responsibilities

• Provide support for internal and external customers.
• Manage work requests describing issues, bugs, or problems.
• Develop fixes or SQL scripts to resolve customer problems.
• Provide process analysis and recommendations for improvements.
• Participate in on-call rotations for urgent issues.
• Handle VIP customer calls during business hours.
• Distinguish between database, OS, network, and hardware problems and own issues.

Skills

Customer support

SQL scripting

Technical communication

On-call experience

Education

Bachelor's degree or equivalent

Tools

SQL Server

ServiceNow

Job description

Location

This is a hybrid remote/in-office role.

Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week following Company policy.

About our Company

Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating over 25 years of ground-breaking technological innovation across more than 38,000 trials and 12 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million registered users across approximately 2,300 customers trust Medidata's seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. A Dassault Systèmes brand (Euronext Paris: FR0014003TT8, DSY.PA), Medidata is headquartered in New York City and has been recognized as a Leader by Everest Group and IDC. Discover more at www.medidata.com. Listen to our latest podcast, from Dreamers to Disruptors, and follow us at @Medidata.

About the Team

The Technical Support Engineer is a technical expert who acts as the primary contact between different support teams and core engineering teams. They handle work requests (which can be internally or externally generated) that have been routed for diagnosis and implementation while regularly updating internal and/or external customers. The Technical Support Engineer will handle work requests directly, or solicit assistance from the core engineering teams within the R&D team for issues/defect reporting. They also identify application defects, then test and document them for the core engineering teams to fix as part of the product. The Technical Support Engineer is a seasoned analyst who has a proven record of customer satisfaction, a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the previous support teams.

Responsibilities

• Provide support for internal and external customers
• Manage work requests that describe particular issues, software bugs or customer problems
• Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied
• Provide general process analysis and make recommendations for improvements
• Participate in weekly (and occasional weekend) on-call rotations for urgent off-hours issues
• Participate in taking calls (during business hours) from VIP customers for urgent issues
• Distinguish between application database, operating system, network, and hardware problems and properly take ownership of issues through to resolution
• Present complex technical information to non-technical audiences
• Provide accurate and complete problem resolution documentation for future reference and management reporting
• Take part in the creation and maintenance of knowledge base data