Dassault Systèmes - Woodbridge Township, NJ
posted 4 months ago
The Technical Support Engineer at Medidata plays a crucial role in bridging the gap between first/second line support and core engineering teams. This position is designed for a technical expert who will be the primary contact for handling work requests that require diagnosis and implementation. The Technical Support Engineer is responsible for managing issues reported by internal and external customers, ensuring that these issues are resolved efficiently and effectively. This includes taking ownership of the issues from the moment they are reported until they are fully resolved, providing updates to customers throughout the process. In this role, you will develop diagnostic and corrective SQL scripts to address customer problems, as well as identify existing scripts or patches that need to be applied. You will need to distinguish between various types of problems, including application database, operating system, network, and hardware issues. The ability to reproduce technical problems, diagnose their causes, and communicate interim solutions to clients is essential. Additionally, you will be responsible for debugging applications and logging any newly identified resolutions. The Technical Support Engineer will also participate in a weekend on-call rotation for escalated issues, which requires a strong commitment to customer service and technical excellence. Presenting complex technical information to non-technical audiences is a key aspect of this role, as is increasing your subject matter knowledge on Medidata products. This position reports directly to the Senior Manager of Technical Support, and it is expected that the engineer will be a reference point for the team on various application topics, advising on complex technical scenarios as needed.