Technical Support Engineer

On-Call: Participate in the weekend on-call rotation for critical issue escalation.

Cross-Functional Collaboration: Investigation & Triage Documentation: Document detailed investigational results so issues can be triaged to other departments for further investigation and/or resolution. Collaboration: Work with other LORENZ teams to ensure application efficiency, effectiveness, and conformance with regulatory and legislative controls. Team Collaboration: Share application knowledge with peers on the support team, contribute to troubleshooting on first- and second-line issues, and escalate complex problems to Tier III or engineering as needed.

Operational Excellence: Customer Communication: Present complex technical information clearly to non-technical audiences and communicate status, workarounds, and resolutions to clients. Knowledge Management: Provide accurate and complete problem-resolution documentation for future reference and management reporting, and contribute to the creation and maintenance of the knowledge base. Process Improvement: Provide general process analysis and recommend improvements to support workflows, tooling, and escalation paths. Continuous Learning: Continually increase subject-matter knowledge of LORENZ products and the regulatory workflows you support.

Measures of Success: Defect Recurrence Reduction: Reduced recurrence of customer-reported defects through effective root cause analysis and durable fixes rather than workarounds. Customer Satisfaction: Improved customer confidence and satisfaction on escalated issues, reflected in clear, proactive status communication throughout resolution. Knowledge Base Impact: High-quality documentation and knowledge base contributions that reduce resolution time on recurring issues. On-Call Reliability: Reliable coverage within the on-call rotation, with critical issues triaged and addressed promptly outside business hours.

REQUIREMENTS: Bachelor's degree, preferably in Computer Science, Information Systems, or Life Sciences, or equivalent engineering experience1–3 years of technical support or software engineering experience in a regulated environment Knowledge of relational databases, with intermediate or better SQL skills (e.g., SQL Server, Oracle, PostgreSQL, MySQL) Hands-on experience with application debugging and root cause analysis Knowledge of JIRA for issue and defect tracking Sound analytical, organizational, and planning skills, with the ability to meet multiple team and customer objectives independently and in a deadline-sensitive fashion Customer focus and a proven proactive approach, with the ability to understand and define customer needs quickly and effectively Strong commitment to quality and attention to detail Outstanding verbal and written communication skills Ability to work independently and remotely with a team-focused approach within multi-disciplinary teamsNICE TO HAVEExperience with the Cara Platform by Generis Experience with docu BridgeWorking knowledge of eCTDUnderstanding of regulatory processes and RIMExperience with C/C#Experience with GitExperience in the pharmaceutical, healthcare, or clinical industry Knowledge of AWSKnowledge of SAS analytics software Knowledge of the software development lifecycle (SDLC)WE OFFERA competitive salary and 401K plan Employee and family health and dental insurance Attractive vacation/holiday schedule Work flexibility/ability to balance work from home office