Service desk Engineer

Bangalore, Karnataka
Permanent
Full-time

17 days ago

Company DescriptionAt EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We're fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.Job DescriptionPosition:Reporting to the Senior Project Manager of Product & Engineering Technical Support Engineer will join a team that uses cutting-edge technology to solve challenges for both the front-end and back-end architecture and deliver exceptional experiences for clients and users. We're seeking a highly motivated Technical Support Engineer ready to work with new technologies and architectures in a forward-thinking organization constantly pushing boundaries. The ideal candidate has experience diagnosing and troubleshooting technical problems and ensuring customer delight. Ultimately, you are the person our customer's trust. They rely on you to provide timely and accurate solutions to their technical issues.Responsibilities:

Work with development teams and product managers to support software solutions, products, and platforms.
Monitor service requests and incidents related to software development and data ingestion using ITSM tools (e.g., ServiceNow, Jira Service Management).
Support data ingestion platforms and ETL processes by investigating ingestion failures, access issues, or permission errors.
Providing customers with support via desktop solutions, chat functions, emails, and calls.
Assisting customers with account setup and application installations.
Taking ownership of customer issues reported and seeing problems through to resolution.
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
Coordinate with DevOps, infrastructure, and data engineering teams to ensure system availability and performance.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Troubleshooting technical issues by asking customers targeted questions.
Troubleshoot technical issues or questions reported by customers.
Providing customers with step-by-step guidance to resolve technical problems.
Following up on technical queries and providing prompt feedback.
Prioritizing customer queries and escalating serious technical issues to developers and engineers.
Documenting error reports and monitoring performance metrics.
Perform root cause analysis for production errors and recommend improvements.
Prepare accurate and timely reports.
Maintain knowledge base articles, runbooks, and self-service documentation.
Participate in all aspects of agile software development, including design, implementation, and deployment.

Requirements:

One year of experience in software development, data engineering technical support, or quality assurance
Attention to detail and ability to work simultaneously on multiple priorities.
Ability to work independently and as a team player.
Ability to understand others and clearly express thoughts.
Ability to manage multiple concurrent objectives, projects, or activities.
Ability to work is shifts as part of Service Desk to support global base of clients.
Strong communication, presentation, and interpersonal skills.
Working knowledge of databases and SQL
Proactive in contributing to organizational success.
Willingness to learn MS .NET, Snowflake, JavaScript framework Vue.js, Azure, AWS, Google cloud, Python, R, PostgreSQL.
Exposure to design and development of SaaS platforms is a plus.
Understanding of web development/performance issues and mitigation approaches is a plus.

Qualifications

Bachelor's degree in Engineering, Technology, Computer Science
1-2 years of relevant experience
Healthcare (Pharma, Hospitals, Payers) experience is a plus.

Additional InformationOUR CULTURAL BELIEFS:Patient Minded I act with the patient's best interest in mind.Client Delight I own every client experience and its impact on results.Take Action I am empowered and empower others to act now.Grow Talent I own my development and invest in the development of others.Win Together I passionately connect with anyone, anywhere, anytime to achieve results.Communication Matters I speak up to create transparent, thoughtful and timely dialogue.Embrace Diversity I create an environment of awareness and respect.Always Innovate I am bold and creative in everything I do.Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.From EVERSANA's inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one's identity. All of our employees' points of view are key to our success, and inclusion is everyone's responsibility.Follow us on |

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