Technical Support Engineer

Location: NY/NJ

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 in accordance with Company policy.

About our Company:

Medidata: Powering Smarter Treatments and Healthier People

Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its groundbreaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at and follow us on LinkedIn, Instagram, and X.

About the Team:

The Technical Support Engineer is a technical expert who acts as the primary interface between first/second line support and core engineering teams. He/she is responsible for handling 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. The Technical Support Engineer would also identify applications defects, then test and document them for the core engineering teams to fix as part of the product.

Responsibilities:

• Provide support for internal and external customers
• Manage work requests that describe issues, software bugs or customer problems and taking ownership of issues through to resolution
• Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied
• Reproduce technical problems, diagnose causes, identify temporary and interim-term solutions and communicate status updates to clients
• Distinguish between application database, operating system, network, and hardware problems and properly taking ownership of issues through to resolution
• Debug applications, and log any newly identified defects
• Document detailed investigational results to triage issues to other departments for further investigation or resolution
• Provide general process analysis and make recommendations for improvements
• Participate in weekend on-call rotation for critical issues escalation
• Present complex technical information to non-technical audiences
• Provide accurate and complete problem resolution documentation for future reference and management reporting
• Take part in the creation and maintenance of knowledgebase data
• Increase subject matter knowledge on Medidata products

Work with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls

Qualifications:

• Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
• SQL Server specific training/work experience
• 1+ years experience with SQL (e.g. MySQL, PostgreSQL, MSSQL)
• Intermediate experience with C#, Visual Studios and ASP.NET
• Experience with application de-bugging
• Experience approaching a problem from different angles, analyzing pros and cons of different solutions,
• Experience creating system documentation
• Experience creating system documentation and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion
• Superior organization and communication skills, both verbal and written
• Ability to work independently but with a team-focused approach within many-sided teams and quickly adapt to job requirements changing on an ad hoc basis
• Total commitment to quality and attention to detail
• Seasoned analyst with a record of satisfying clients.
• Is a reference point for the entire team on multiple application topics and can resolve most of the items escalated from the first/second line support.
• Customer focus and a proactive approach, ability to understand and define customer needs quickly and effectively
• 1-3years experience working in a regulated environment
• Experience in the Pharmaceutical / Healthcare/Clinical industry a plus

Basic experience with Ruby, Java and HTML code

The salary range posted below refers only to positions that will be physically based in New York City / New Jersey. As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location. Pay ranges for candidates in locations other than New York City / New Jersey, may differ based on the local market data in that region. The base salary pay range for this position is $79,500 to $102,906.

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 best-in-class benefits, including medical, dental, life and disability insurance; 401(k) matching; flexible paid time off; and 10 paid holidays per year.

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.

Applications will be accepted on an ongoing basis until the position is filled.

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Diversity statement

As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it's our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.

Equal opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS 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 (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.