Technical Support Engineer

Technical Support EngineerThis is a hybrid remote/in-office role.Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week following Company policy.Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating over 25 years of ground-breaking technological innovation across more than 38,000 trials and 12 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million registered users across approximately 2,300 customers trust Medidata's seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster.The Technical Support Engineer is a technical expert who acts as the primary contact between different support teams and core engineering teams. They handle 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. They would also identify application defects, then test and document them for the core engineering teams to fix as part of the product. The Technical Support Engineer is a seasoned analyst who has a proven record of customer satisfaction, a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the previous support teams.Responsibilities:Provide support for internal and external customersManage work requests that describe particular issues, software bugs or customer problemsDevelop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be appliedProvide general process analysis and make recommendations for improvementsParticipate in weekly (and occasional weekend) on-call rotations for off-hours important issues escalationParticipate in taking calls (during business hours) from VIP customers for urgent issuesDistinguish between application database, operating system, network, and hardware problems and properly take ownership of issues through to resolutionPresent complex technical information to non-technical audiencesProvide accurate and complete problem resolution documentation for future reference and management reportingTake part in the creation and maintenance of knowledge base dataContinually increase subject matter knowledge on Medidata productsInteract with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controlsReproduce technical problems, debug systems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clientsExperience using Incident Management and/or Project Management softwareExperience with multiple integrated software products/servicesAbility to query/modify data using SQL scriptsExperience with working with customers to resolve complex issues in a professional mannerFinding innovative workarounds to issuesKnowledge of other programming languages: Ruby, Javascript, etcExperience with Git, Visual Studio, Virtual Machines, Excel, Postman or any API/REST clientTeam Working skillsQualifications:Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experienceBasic experience with Ruby and HTML codeExperience with API/web servicesSQL training/work experienceBasic experience with C#, Javascript, Visual Studio and ASP.NETNote: This role is a hybrid, 3d/week onsite role, positioned out of either our NYC or Iselin, NJ office.As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.The salary range for positions that will be physically based in the NYC Metro Area is $79,500-$106,000.Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides benefits, including medical, dental, life and disability insurance, 401(k) matching, family leave, flexible paid time off; and 10 paid holidays per year.Please be on the lookout for job scams. Medidata recruiters will never ask applicants for monetary compensation, credit card, or banking details.In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata 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, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.