Application Support Engineer

Körber Pharma Software, Inc. - Apex, NC

Full-time - Entry Level

Apex, NC

10,001+ employees

About the position

The Application Support Engineer at Körber Pharma Software, Inc. plays a crucial role in investigating and troubleshooting application issues reported by customers. This position involves developing workaround solutions, reviewing knowledge containers for known errors, and collaborating with cross-functional teams to resolve incidents. The engineer will also be responsible for maintaining the Configuration Management Database (CMDB) and providing 24/7 support on a rotating schedule, if required. The role requires a strong understanding of business processes in the life sciences and pharmaceutical industry, as well as the functionalities of Körber Pharma's software products.

Responsibilities

• Investigate and troubleshoot application issues reported by customers.
• Develop workaround solutions to resolve application issues.
• Review knowledge containers for known errors and create knowledge as needed.
• Replicate customer incidents in-house.
• Perform source code review to resolve customer incidents and problems.
• Collaborate with cross-functional teams to resolve incidents.
• Understand business processes in the life science and pharmaceutical industry.
• Understand functionalities of Körber Pharma's software products and project customizations.
• Correspond with customers using application support communication tools (phone/email/ITSM system/online meetings).
• Comply with established procedures and workflows (Service Now / IMS / agreements / SOPs).
• Constantly look for ways to improve design, documentation, and maintenance of Körber Pharma's software products.
• Develop project extensions and build non-GxP tools to monitor system health (including testing).
• Maintain CMDB.
• Provide 24/7 support hotline on a rotating schedule, if required.

Requirements

• Bachelor's degree in IT, Computer Science, MIS, or Life Sciences field.
• Hands-on experience in software development.
• Proficiency with databases, preferably Oracle or PostgreSQL.
• Proficient with Windows and Linux operating systems.
• Knowledge of Dockers and Kubernetes.
• Strong written and verbal communication skills, including technical writing skills.
• Excellent organization and problem-solving skills.
• Strong analytical skills.
• Adaptable and able to multi-task.
• ITIL certification is a plus.
• Proficiency in multiple software programming languages is preferred.
• Prior experience with supporting enterprise systems or pharmaceuticals or MES Systems is a plus.
• Working experience in remote troubleshooting is a plus.

Nice-to-haves

• ITIL certification
• Proficiency in multiple software programming languages
• Prior experience with supporting enterprise systems or pharmaceuticals or MES Systems
• Working experience in remote troubleshooting

Benefits

• Modern work environment with an open culture towards improvements and new ideas.
• Part of a global operating company with a wide customer base and a growing business.
• International cooperation within group-expert network to implement corporate-wide concepts.
• Focus on customer requirements in a team setting.
• Attractive compensation package including health, dental, vision insurance, and retirement plan.