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Technical Support Engineer

Technical Support Engineer

Posting Date:  Dec 30, 2020
Location: 

Cary, NC, North Carolina, United States

Business Area:  Pharma
Company:  Werum

We have an outstanding career opportunity available for a Cloud Services, Technical Support Engineer to join our team. As an Engineer, Cloud Services, you will be responsible for producing, implementing, and installing software solutions to resolve customer incidents. The Engineer executes according to our applied software development lifecycle (SDLC), helps customers to troubleshoot and debug cloud MES related software systems. The Engineer also develops solutions, provides updates and ensures AWS is up and running all the time.

 

Responsibilities

  • Investigate client issues (replicate/diagnose/document problems) in the cloud
  • Review knowledge base for known errors & creation of knowledge as needed (1st level)
  • Replicate customer incidents in-house (2nd level)
  • Deploy patches and hot-fixes in customer environments and monitor all systems within our platform
  • Producing, testing and debugging source code
  • Understand business processes in (life science & pharmaceutical) industry
  • Collaborate with in-house engineers in distributed teams to resolve incidents
  • Correspond with customers using application support communication tools (phone/email/ticketing system/online meetings)
  • Compliance with established procedures and workflows (Service Now / IMS / agreements / SOPs)
  • Constantly be on the lookout for ways to improve design, documentation and maintenance of Werum’s products
  • Develop project extensions and build non-GxP tools to monitor system health (incl. testing)
  • Understand functionalities of company products and take initiatives to continuously improve
  • Cover overnight support hotline (rotating schedule)
  • Single Point of Contact for external clients regarding platform and application issues
  • Has a keen eye on minimizing the resolution time and speeding the response time to close issues.
  • Document all customer issues/impacts
  • Continual evaluation and development of the event management process
  • Voice of the customer
  • End-2-End issue support and management, ensuring that issues do not age inappropriately
  • Work closely with, and serve as backup to: Cloud Development, Application Support, Professional Services
  • Participate in continual service development
  • Participate with internal process maturity and development
  • Develop automation solutions, infrastructure health and non-GxP products
  • Amazing troubleshooting and documentation skills
  • Customer cheerleading skills a must. Collaboration with global stakeholders is a must
  • Open to travel opportunities
  • Maintain CMDB

 

Experience & Qualifications

  • Degree in IT / Computer Science or Life Science field.
  • Hands-on experience in software development
  • Must be proficient in multiple software programing languages
  • Proficiency with databases, Oracle or PostgreSQL preferred
  • Working experience in remote troubleshooting
  • Strong written and verbal communication skills including technical writing skills
  • Excellent organization, analytical and problem-solving skills
  • ITIL knowledge is a plus
  • Experience with enterprise systems is a plus
  • Must be adaptable and multi-tasker.
  • Testing of SaaS and non-SaaS products
  • Serve as an expert in systems infrastructure consulting and be comfortable in conducting remote workshops and training for clients
  • Willingness to support projects in variety of aspects such as Validation, Testing, Requirements Gathering, Design etc. following Software development lifecycle
  • Is a go-getter and willing to jump in at any time to support clients in any way possible
  • Minimum 3 years’ experience in a support/engineer/developer/consulting role
  • Experience with the following technologies: Windows Server 2012, 2016, 2019, Oracle 19c, Postgre SQL, Linux, Container technologies (e.g. Docker, Kubernetes, Amazon EKS), Java, AWS services
  • In-depth understanding of OSI model, TCP/IP, WAN/LAN, DNS routing and Firewall configurations
  • In-depth understanding of AD, including security group creations
  • Experience with ITSM solutions such as ServiceNow or Remedy or IMS
  • Experience working with JSON and JBOSS is a plus
  • Jira and scripting experience is a plus
  • Elastic Product Stack experience is a plus

 

We offer

  • Competitive salary
  • Yearly Bonus
  • 15+ days PTO
  • Sick Days
  • Paid holidays
  • Paid office trips
  • 401k Plan w/50% Match
  • Medical, Vision & Dental Insurance
  • Life and Disability Insurance paid by employer
  • Employee-run Culture Events
  • Extensive in-house technical and management training
  • Training and Development Program
  • Licensure Support Program
  • Mentor Program
  • Employee Referral Program


Recruitment Team

For questions please contact us via jobs@koerber.com.
Please apply exclusively via the “Apply now” button.


Recruitment-Team
For questions please contact us via jobs@koerber.com.
Please apply exclusively via the “Apply now” button.

Körber Pharma is a Business Area of Körber, an international technology group with around 10,000 employees and more than 100 locations worldwide. At Business Area Pharma we offer a unique portfolio of integrated solutions that deliver the difference along the pharma value chain. Spanning our in-depth expertise in consulting, inspection, handling, packaging machines and materials, track & trace and software, Körber has always the right solutions to unlock the potential of our customer’s productivity. With proven understanding of pharma process and regulation challenges, Körber is the partner to make the most out of pharma and biotech production for customers.


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