Position: Junior/Middle Technical Support
Company: deventor.io
Category: Support
Experience required: 1y
English level: upper

**Customer:**

The customer is at the forefront of transforming how life sciences companies share information with healthcare providers (HCPs). The customer’s proprietary platform harnesses machine learning algorithms to enable marketing and sales teams to seamlessly coordinate and optimize multi-channel engagement with HCPs. Today, 10 of the top 20 global biopharmaceutical companies are using the platform to go to market smarter.

Headquartered in San Francisco, the customer’s company has offices around the world, including in Philadelphia, New York, London, Barcelona, Tokyo, Osaka, and Shanghai.

**Project:**

We’re looking for a Junior/Middle Technical Support Engineer to join сustomer’s support team. We are seeking folks with exceptional technical knowledge and outstanding people skills. This role requires the ability to provide various levels of service in a fast moving and dynamic environment.

**Responsibilities:**

● Serve as the primary contact for the customer’s client base. Triage, evaluate, and provide answers to clients questions and issues in a timely manner.
● Deliver high customer satisfaction – maintain customer satisfaction rating above 96%
● Recommend to product development teams areas of improvement in performance and feature capabilities that will improve clients’ successful use of the products and drive adoption
● Understand and keep up to date on the latest product functionality, its dependencies, the underlying architecture and their operational impact
● Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance
● Participate in weekly on-call rotation and weekend coverage for the production incident resolution team
● Work with various cross functional teams to understand the root cause of issues reported and suggest alternate options and workarounds where appropriate
● Research and develop solutions for client support cases using extensive product knowledge and troubleshooting techniques
● Share and develop best practices with team members to enhance the quality and efficiency of client support and contribute to the knowledge base
● Author technical documents on common issues and solutions in order to build the knowledge base
● Establish strong working relationships with Engineering, Services, Sales, Technical Operations, Product Management and other internal resources as appropriate

**Requirements:**

● Excellent analysis, troubleshooting, debugging, and problem-solving skills
● Propensity for hard work and a willingness to perform different roles as required
● Excellent oral & written communication skills
● Display leadership qualities and work well with others
● Strong project management experience with a demonstrated ability to manage competing priorities
● Efficient time management skills
● Understanding of relational database management system (RDBMS) concepts
● Experience with XML, Java, and MySQL
● Experience with APIs and web-based development
● Experience with Enterprise Software and data driven applications
● Experience with CRM applications such as Salesforce.com and/or Veeva
● Technical understanding of hardware, software, development and production support methodologies desired

**Minimum Requirements:**

● **A minimum of 1+ years of experience in enterprise application support and customer service**
● BA/BS/MS (or equivalent) in Computer Science or related disciplines
● Hands-on experience with Software-As-A-Service (SAAS) based product offerings
● Previous QA background is a plus
● Great attention to detail and problem solving skills is a must
● Knowledge of SQL
● Java background is a big plus