Description

You own technical troubleshooting and support for enterprise SaaS applications in the Life Sciences industry.

This role is remote.

Responsibilities

• Resolve production and data-related issues using SQL analysis and Java-based troubleshooting.
• Act as the senior escalation point for complex customer-facing technical problems.
• Lead customer calls to investigate issues, drive resolution strategies, and communicate outcomes.
• Collaborate with account teams to review ticket trends and dashboard reports for continuous improvement.
• Create technical documentation and knowledge articles to support best practices.

Required Skills

• 7+ years of experience in technical support or engineering roles.
• Proficiency in SQL for data analysis and troubleshooting.
• Experience with Java for technical debugging and code-level issue resolution.
• Strong background in Enterprise SaaS environments.
• Proven ability in technical troubleshooting and data analysis.
• Experience supporting applications within the Life Sciences sector.
• Ability to independently engage with stakeholders and manage challenging situations.

Preferred Skills

• Experience with Model N applications.
• Background in creating technical documentation and knowledge articles.
• Knowledge of business impact analysis and customer relationship management.

Key Skills

Education

Any Graduate