Technical Support Engineer

Technical Support EngineerThe 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 issues/defect reporting. They 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 urgent off-hours issuesParticipate 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 clientsUtilize AI generative tools to rapidly draft, format, and publish internal Knowledge Base articles, post-mortem root-cause analyses, and customer-facing resolution summaries.Use developer tools like GitHub Copilot within Visual Studio to trace codebase logic, debug application errors, and accelerate code reviews in Ruby, C#, JavaScript, and ASP.NET.Utilize advanced prompt engineering with LLMs such as Gemini or Copilot to investigate system logs, interpret API failures within Postman, and generate creative solutions for novel software issues.Utilize Medidata's proprietary AI models and internal language tools to securely analyze platform workflows and clinical trial data structures while maintaining strict compliance controls.Critically evaluate and validate all AI-generated technical solutions and code snippets against system logs and product documentation to ensure accuracy, safety, and compliance with clinical regulatory standards prior to implementation.Qualifications:Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experienceExperience with API/web services.SQL experience querying and modifying data using MYSQL, MS SQL Server, MongoDB, SnowflakeExperience with C#, Javascript, Visual Studio, Ruby, Python and ASP.NETExperience using Incident Management and/or Project Management softwareExperience with multiple integrated software products/servicesExperience working with customers to resolve complex issues in a professional manner including finding innovative workarounds to issuesExperience with Git, Visual Studio, Virtual Machines, Excel, Postman or other API/REST clientStrong interpersonal and collaborative skillsProficiency using GitHub Copilot, Gemini, or ChatGPT for technical problem-solving, code explanation, and script generation.Familiarity with using LLMs (e.g., NotebookLM) for document synthesis, knowledge retrieval, and technical research.Basic understanding of prompt engineering principles to extract accurate, secure, and context-aware responses from AI tools during live troubleshooting.Willingness to learn and adopt proprietary Medidata AI systems and specialized clinical platform models.Proven ability to exercise 'human-in-the-loop' oversight, identifying potential AI hallucinations or errors in generated technical documentation and code.Strong understanding of data privacy requirements when interacting with AI tools, ensuring that sensitive clinical trial information or PII is never exposed to non-compliant or public model environments.Bonus Qualifications:Medidata Platform & Technical Expertise: Hands-on experience with Medidata Rave EDC, RTSM, eCOA, CTMS, or similar clinical data management systems, specifically including troubleshooting data validation rules and edit check logic.Clinical Industry Domain Knowledge: Prior experience in the Life Sciences, Pharmaceutical, or Clinical Research industry with a strong understanding of clinical trial workflows and regulatory environments.Salary ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.Note: Please be on the lookout for job scams. Medidata recruiters will never ask applicants for monetary compensation, credit card, or banking details.Equal Employment Opportunity: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.