Job DescriptionJob Summary:
As a Technical Support Engineer, you will ensure customer satisfaction by efficiently addressing and resolving technical issues reproted to the Helpdesk. You will investigate, troubleshoot, diagnose, and resolve a variety of customer issues related to the Cluepoints Applications, collaborating closey with internal teams. Your contributions will help enhance our products, services, and overall customer experience.
Job Requirements
TECHNICAL SKILLS
* Proficiency in Web Services technologies (REST, SOAP) and experience debugging SaaS web applications, for example Google Developer Tools.
* Aptitude to learn new technologies quickly and with minimal guidance.
* Experience using logs and monitoring tools to troubleshoot issues, such as Datadog and Kibana to name a few.
* Knowledge of API and debugging process.
* Experience with at least one EDC API is a plus (for example, Medidata Rave or Veeva)
* Knowledge of the ODM-XML Standard format
* Experience of JIRA & Confluence tools (or equivalent), including navitaging through project workflows, utilizing dashboards, reporting, assigning issues, and tracking issues.
REQUIRED SKILLS & EXPERIENCE
* At least 3 years of in a SaaS technical support role, preferably in a startup or scaleup environment.
* Excellent written and spoken English.
* Ability to present complex technical information in a clear and accessible manner to non-technical audiences.
* Strong interpersonal skills for effective interactions with customers, technical staff, project team members.
* Detail-oriented with strong problem-solving skills and sharp analytical skills.
* Customer-centric and a proactive mindset. Commitment to deliver high-quality support to our clients.
* Adaptable to different personalities, cultures and communication styles.
* Strong team-oriented attitude and ability to work independently as needed.
* Proven ability to manage multiple tasks, set priorities, and manage time effectively.
* Comfortable working and collaborating with remote teams across multiple time zones.
Job ResponsibilitiesRESPONSIBILITIES
* Support the CluePoints Helpdesk handling technical issues and questions related to the CluePoints applications, ensuring a seamless support experience for our customers. Adhere to service level agreements (SLAs) for response times and request resolution.
* Investigate, troubleshoot, and reproduce technical issues, providing detailed technical analysis before escalating to the product team for further investigation.
* Collaborate with cross-functional teams, including engineering, QA, and product, to resolve complex technical issues.
* Contribute to knowledge base articles updates based on requests received.
* Create and update internal documentation to enhance the efficiency of the support team.
* Stay current with product features, enhancements, and updates and train other team members to support these changes.
* Provide feedback to product development teams based on customer experience and reported issues.
* Educate customers on best practices and preventive measures to minimize common technical challenges.
Job BenefitsCompetitive package with meal vouchers, pension plan, health insurance, mobility budget (company car/housing allowance), working from home allowance, hybrid work organisation (home/office), and many company perks (sports, social activities, goodies, yoga, board game nights, PS5, etc.).