Senior Technical Support Engineer, eCOA

Medidata: Conquering Diseases Together

 

Medidata is leading the digital transformation of life sciences with the world's most-used platform for clinical development, commercial and real-world data. Powered by artificial intelligence and delivered by #1 ranked industry experts, the Intelligent Platform for Life Sciences helps pharmaceutical, biotech, medical device companies and academic researchers accelerate value, minimize risk and optimize outcomes. Medidata serves more than 1,000 customers and partners worldwide and empowers more than 100,000 certified users every day to create hope for millions of patients. Discover the future of life sciences: www.mdsol.com  

 

We know that diverse teams win and are fully committed to selecting leaders and employees that represent the markets in which we operate. We are still led by our Co-founders, Tarek Sherif and Glen de Vries, and have global operations in US, Europe and Asia with over 2000 employees.

Your Mission: 

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.

Your Competencies: 

  • 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

  • Command of Asian language (fluent/native) a plus (Chinese preferred)

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 K.K. 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, national origin, age, disability or other factors that are unrelated to the legitimate business interests of Medidata Solutions.


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