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Medidata: Conquering Diseases Together

Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systemes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com.

The Technical Support Engineer is a technical expert who acts as the primary interface between first/second line support and core engineering teams. He/she is responsible for handling 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 non-known issues/defect reporting. The Technical Support Engineer would also identify applications defects, then test and document them for the core engineering teams to fix as part of the product.

Provide support for internal and external customers

Manage work requests that describe particular issues, software bugs or customer problems and properly taking ownership of issues through to resolution

Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied

Reproduce technical problems, diagnose causes, identify temporary and interim-term solutions and communicate status updates to clients

Distinguish between application database, operating system, network, and hardware problems and properly taking ownership of issues through to resolution

Debug applications, and log any newly identified defects

Properly document detailed investigational results to triage issues to other departments for further investigation and/or resolution

Provide general process analysis and make recommendations for improvements

Participate in weekend on-call rotation for critical issues escalation

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

Continually increase subject matter knowledge on Medidata products

Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls

Your Competencies:

Sound analytical, organizational and planning skills and the ability to achieve multiple teams and customer objectives independently and in a deadline-sensitive fashion

Superior organization and communication skills, both verbal and written

Ability to work independently but with a team-focused approach within multi-disciplinary teams and quickly adapt to job requirements changing on an ad hoc basis

Total commitment to quality and attention to detail

A seasoned analyst with a proven record of satisfying clients.

Is a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the first/second line support.

Customer focus and a proven proactive approach, ability to understand and define customer needs quickly and effectively

Your Education & Experience:

Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience

SQL Server-specific training/work experience

Intermediate experience with SQL (e.g. MySQL, PostgreSQL, MSSQL)

Intermediate experience with C\#, Visual Studios and ASP.NET

Experience with application debugging

1 - 3 years of experience working in a regulated environment

Experience in the Pharmaceutical / Healthcare/Clinical industry a strong plus

Basic experience with Ruby, Java and HTML code

\#LI-LC1

COVID Statement

Medidata requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for an accommodation as determined by Medidata, consistent with applicable law. Although accommodation requests will be considered (and granted where appropriate/possible), it may be determined that a candidate is unable to adequately perform the essential functions of the position without imposing an undue hardship on Medidata due to customer requirements, staffing needs, or other business reasons.

Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.

Medidata Solutions have powered over 17,000+ clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.

Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Equal opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.