Job description
With more than 45,000 users in 50+ countries, Model N is the leading provider of Revenue Management solutions optimized for Life Sciences and High-Tech manufacturers. Our SaaS and on-premises solutions enable customers to capture lost revenue, improve gross margin, and reduce financial and regulatory risk. Through a suite of integrated applications specifically designed to meet the unique business requirements of our client companies, we enable multi-departmental visibility and control over the entire Revenue Management life cycle.
Model N is looking for an experienced
Technical Support Engineer 1 to join our Maintenance & Support team within the Global Customer Success organization. As a
Technical Support Engineer 1, you will provide technical support and guidance to Model N’s Life Sciences customers working with live Production Python based application. This includes diagnosis of issues, trouble shooting, providing workarounds, and resolving issues.
Job Responsibilities
- Working closely with fellow support team members in the United States to provide support across multiple Model N customers
- Working directly with staff in Product development, CloudOps and Product management to respond to problem cases submitted by customers
- Taking ownership of Production issues, and working with Product and Development group to resolve more advanced issues when necessary
- Using systematic methods to triage, research, and provide workarounds / solutions to both technical and functional issues with the product
- Document troubleshooting and problem resolution steps
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Additionally, you will be asked to
- Update tickets in the online support tracking tool in a timely fashion with appropriate detail
- Document, develop and review content for knowledge base
- Help test problem workarounds, resolutions, defect fixes and new major releases
- Identify Root-cause in response to issues identified by clients and provide recommendations for permanent fix
Qualifications Requirements
- Bachelor’s degree in Computer Science or related discipline
- At least 2-4 years of experience in providing technical support for packaged enterprise-level software to large corporate companies
- Expertise with Python/Java and Knowledge of JavaScript, CSS, HTML, Elk (Kibana), Windows, Linux
- Experience with relational databases (MySQL, PostGres or Oracle)
- Experience with NoSQL databases (Cassandra)
- Knowledge of System Monitoring tools (New Relic, etc.)
- Periodic after hours on-call support required
- Ability to work independently and effectively with others to resolve functional and technical issues
#LI-MN1
At Model N, we believe our collective success stems from the uniqueness of every individual's diverse backgrounds, experiences, and expertise; we call this the N Factor. So don’t allow uncertainty to keep you from applying to join our team. If you don’t meet the exact criteria but can demonstrate your skillset is the best for the job, we’d love to talk with you. We’re curious to know, what’s your N Factor?
About Model N
Model N enables life sciences and high tech companies to drive growth and market share, minimizing revenue leakage throughout the revenue lifecycle. With deep industry expertise and solutions purpose-built for these industries, Model N delivers comprehensive visibility, insight and control over the complexities of commercial operations and compliance. Our integrated cloud solution is proven to automate pricing, incentive and contract decisions to scale business profitably and grow revenue. Model N is trusted across more than 120 countries by the world’s leading pharmaceutical, medical technology, semiconductor, and high tech companies, including Johnson & Johnson, AstraZeneca, Stryker, Seagate Technology, Broadcom and Microchip Technology. For more information, visit www.modeln.com.
Equal Opportunity Statement
Model N values diversity at our company and is proud to be an equal opportunity employer. Model N considers qualified applicants without regard to race, ethnicity, religion, creed, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Please reference https://www.eeoc.gov/employers/eeo-law-poster for more information.
For US applicants, Personal Data processed in connection with candidate evaluation and decision-making, onboarding, and continued employment at Model N will be done in accordance with the Model N HR Privacy Policy found at http://www.modeln.com/applicant-and-employee-privacy-notice/
We’re constantly growing and may have something for you later on if this is not the right opportunity for you. Check out our career site to learn more about Model N or view other jobs: https://www.modeln.com/company/careers/
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