Company overview:
TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.
Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.
Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.
Position Overview
As part of our Support and Service organization, the Support Engineer is critical to help assure the overall success and satisfaction of customers in implementing and utilizing solutions in the TraceLink Life Sciences Cloud. This role requires a combination of problem solving, technical and interpersonal skills to be successful. The target candidate will have experience working with web applications, UNIX, and scripting languages, as well as troubleshooting and solving customer issues.
Responsibilities
Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner.
Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.
Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.
Skills and Qualifications
Experience supporting proprietary enterprise level software applications
Customer-friendly communication and attitude
Excellent verbal and written communication skills
Strong analytical skills and attention to detail
Demonstrate a strong ability to utilize UNIX command line interface with a focus of parsing data sets
BS in Computer Science or similar information technology degree
2-5 years working experience in a technical support and troubleshooting role
Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
Working knowledge of B2B technologies including AS2, SFTP and Web Services
Background writing in a scripting language a plus
Experience with supply chain software and knowledge of pharmaceutical industry preferred
Should be available to work daytime, evening, and/or overnight shifts to accommodate Americas, EMEA, and India/APAC time zones.
As part of team rotation, will work late shift, Monday to Friday from 11 AM ET to 8 PM ET.
As part of team rotation, will be on call Monday to Sunday from 8 AM ET to 11 PM ET
Please see the Tracelink Privacy Policy for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact [email protected].
