Support Engineer

US Support Engineer

 

The Role

· Have a broad knowledge of the functionality and detailed workings of Titian’s Mosaic product suite.

· Responsible for prompt resolution of technically complex customer support issues arising from Titian’s Mosaic installed base.

· Investigate customer reported issues via remote (VPN) access to customer systems or through on-site activities.

· Diagnose issues and gather suitable evidence to allow further diagnosis by other Titian Software staff. Diagnosis often requires reading through source code and tracing of log files.

· Perform data fixes to resolve issues and work-around problems.

· Make configuration changes to the Mosaic installation to resolve issues.

· Liaise with the Titian Software Development group located at Titian Software Ltd., London, UK to request code changes where required.

· Install patches and/or co-ordinate the installation of patches by appropriate customer representatives.

· Keep detailed records in Titian’s support issue and defect management systems.

· Perform Titian Mosaic upgrades of installed base and/or co-ordinate upgrades by appropriate customer representatives.

· Work closely with the Titian support staff in the UK, including pooling resources so as to balance the support workload between US and UK staff and increase responsiveness to customers.

· Maintain an active, visible, ongoing and excellent working relationship with customers.

· Provide, organize and maintain communication to the Titian Software Development group based on customer feedback and reported issues.

· Highlight changes that could be made to eliminate and alleviate customer support issues.

· Propose product change suggestions based on customer feedback.

· Located from one’s home-office in the US with occasional travel to customer sites and to Titian’s offices in London, UK and Hopkinton, MA, USA.

· Participation in ongoing product training through involvement in customer deployments and Titian training sessions. There would likely be an initial training period in Titian’s office in London, UK.

· Reports to Titian Software US President.

 

Key Job Skills

· Four-year degree.

· A technical software background.

· Strong, excellent, proven customer relationship skills.

· Proficient in SQL (familiarity with Oracle preferred).

· Proficient with Windows.

· Methodical work approach.

· Strong prioritization skills.

· Excellent work ethic.

· Ability to work effectively from remote, non-supervised locations.

· Excellent verbal and written communication skills.

· 4+ years of experience in support role of customer data management and software solutions.

· Past experience in software development role is preferred.

· Ability to read and understand code (C#.NET, VB6, PL/SQL, ASP) is required. Ability to write code is a nice-to-have.

· Relevant life science and pharmaceutical industry experience preferred.

 

Employee Benefits

· Company sponsored individual or family medical, dental, vision, life and disability insurance.

· Three (03) weeks company paid vacation.

· Eleven (11) company paid holidays.

· Company sponsored 401k plan.

· Company supplied mobile computer.

 

To Apply

 Email cover letter, resume and salary history to jobs@titian.co.uk .

 

 

For additional company information, please visit www.titian.co.uk