Technical Support Engineer, eCOA
Medidata: Conquering Diseases Together
Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. 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 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com.
The primary responsibilities of the Technical Support Engineer, eCOA are to provide high-touch support to end-users by identifying, researching and resolving problems and issues potentially related to patient devices (iOS/Android) or Medidata Clinical Cloud. The Technical Support Engineer provides in-depth technical product support by troubleshooting the code, querying the databases, and understanding the underlying devices and technologies. The Technical Support Engineer has a comprehensive understanding of various internet and networking technologies, handheld and tablet devices, and can troubleshoot issues from configuration to code. They take an active role in identifying defects, documenting system behaviors, and providing technical guidance to various internal stakeholders.
Can troubleshoot implementation, configuration, networking, or software issues of the Medidata Clinical Cloud specifically eCOA and Medidata Rave EDC or on patient devices (iOS/Android)
Distinguish between application, operating system, network, and hardware problems, with an understanding of IT systems design, analysis, and integration
Ability to Present complex technical information to non-technical audiences
Understanding and leveraging Enterprise Mobility Management software such as AirWatch
Provide users with support on technical, operational, and user/account-related issues, on the phone, via email/ticketing system and/or in-person
Ability to leverage logs and monitoring tools to provide analysis on device and subject compliance as well as troubleshoot product or device issue
Ability to write SQL scripts to extract and update data from databases as well as identify issues
Reproduce technical problems, diagnose causes, identify temporary solutions and communicate status updates to clients
Manage and assist in the development and revisions of Training Presentations, Exercises, Quick Reference Guides and Other Support Materials
Strong Customer Service skills, both telephone and email, with excellent oral and written communications
Ability to work with minimal supervision
Ability to adhere to tight deadlines and clinical protocols and be able to prioritize work based on business and customer demands
Ability to deliver high quality of work keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow-ups, etc.
SQL Server (or similar technology) specific training/work experience
Basic experience with C#, Visual Studio, ASP.NET
Basic experience with RESTful Web Services
Coding experience with mobile apps using iOS or Android
Experience with application debugging
15% Travel with the ability to travel within 24 hours notice
Availability for weekend on-call rotation for urgent customer issues
Your Education & Experience:
Bachelor’s degree preferably in Computer Science, Information Systems, or Computer Engineering; or an advanced degree without experience.
Previous eCOA experience a big plus
Experience in the Pharmaceutical / Healthcare/Clinical industry a strong plus
Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.
Medidata’s solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.
Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.