As a Senior Member Technical Staff, you will provide Product support and guidance to customers working with the Model N Revenue Management suite, post-implementation. This includes diagnosis of issues, providing workarounds, hot fixes and testing them.
The technology in use at Model N is servlet-based Java, running on AWS, using an Oracle database. We have a full-featured persistence framework based on XML specifications and implemented in Java. We also have a full-featured application component system, also based on XML specifications, and implemented in Java. We make extensive use of Java, XML, SQL, and JavaScript.
Job Responsibilities
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- Work closely with fellow support team members in India and United States to provide excellent customer support across multiple Model N customers
- Work directly with staff in product development, and product management who may be involved in specific cases reported by customers.
- Use systematic methods to triage, research, diagnose, and provide workarounds or solutions to both technical and functional issues with the product.
- Provide feedback internally on root causes, issue patterns, and recommended changes to processes, tools, and configurations to improve the overall customer experience with the product.
- Adhere to agreed response time and resolution time SLAs.
- Update case records in the online support case tracking tool in a timely fashion with appropriate detail
- Document, develop and review content for knowledgebase.
- Help test problem resolutions and defect fixes.
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.
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/