Dassault Systemes Technical Support Engineer in New York, New York
Medidata: Conquering Diseases TogetherMedidata 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 .
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 knowledgebase 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
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 v
not defined 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.