Technical Support Engineer, Senior

Company overview:

TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

Technical Support Engineer, Senior (TraceLink, Inc. – Wilmington, MA):

Part of our Customer Support and Service organization critical to ensuring the overall success and satisfaction of customers that implement and utilize software systems solutions in the TraceLink Life Sciences Cloud and Opus Platform.

Duties include:

• Analyze, verify, and resolve computer engineering and system integration issues for enterprise customers by testing, maintaining, and monitoring TraceLink’s proprietary software systems.
• Identify the causes of networking problems, using standard diagnostic testing software, equipment and procedures.
• Utilize web applications, UNIX, and scripting languages to troubleshoot and resolve customer issues.
• Test repaired items to ensure proper operation.
• Read, parse and manipulate various technical formats including XML, EDI, IDoc and CSV.
• Log product enhancements and defects into the TraceLink tracking systems like Jira, Salesforce and Wiki.
• Provide subject matter expertise on Tracelink’s data interfaces.
• Direct interaction with customers and other TraceLink departments to understand, document, troubleshoot and resolve customer issues in a timely manner.
• Contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.
• Create and/or revise user instructions and manuals.
• Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.

Position Requirements:

Bachelor’s degree (or foreign equivalent) in Computer Science, Electrical Engineering, Electronic Engineering or a related field, and five (5) years of experience in technical support and troubleshooting role.

Experience must include the following:

• 5 years of experience supporting proprietary enterprise level software applications.
• 5 years of experience utilizing UNIX with a focus on scripting and parsing of data sets.
• 5 years of experience reading, parsing and manipulating various technical formats including XML, IDoc, CSV, and EDI.
• 5 years of experience with Java APIs and B2B technologies including AS2, SFTP, and Web Services.
• 5 years of experience with Unix shell scripting and Perl scripting.
• 5 years of experience supporting the pharmaceutical industry.
• 5 years of experience with AWS resources including databases and cloud storage.

Position may be located anywhere within the U.S.

Salary:

$112,445 - $115,000

Full-time.

Job Site:

200 Ballardvale Street, Wilmington, MA 01887.

Please note that this position is part of TraceLink, Inc.’s employee referral program and is eligible for an employee referral inventive.

No visa sponsorship available.

To apply, please email resume to: [email protected].

Please see the Tracelink Privacy Policy for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact [email protected].