Technical Support Engineer at Model N
Portland, ME, US

Model N is hiring a Technical Support Engineer (TSE) in our Model N US and India locations. We are looking for engineers who have a passion for interacting with customers. As a Technical Support Engineer (TSE), you will be the Model N technical escalation point for Technical Account Managers in the US and will be the direct point of contact for customers who have support needs. As a TSE, you will also be responsible for building and maintaining support environments to meet the needs of Customer Support. 

Responsibilities: 

  • The role will comprise of 70% customer issue triage, and 30% support environment management 
  • Build and manage Customer Support environments and databases including doing new installations, upgrades and applying patches 
  • Respond promptly to customer issues and questions that come in through the Model N Customer Support Portal 
  • Diagnose, troubleshoot, and resolve functional and technical software issues with customers and partners 
  • Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues 
  • Ensure that all customer-related information—including case history, contact information, and installed software are kept accurate and up-to-date in the contact tracking database 
  • Regularly document solutions to issues for our internal and customer knowledge bases 
  • Provide root cause analysis for all key customer critical issues and log in our issue tracking system 
  • Proactively work with cross-functional teams to problem solve and arrive at resolutions 
  • Accurately identify, replicate, and document software defects and customer-requested product enhancements in the appropriate tracking system 
  • Perform additional tasks such as QA, assist in sales activities and consulting services as needed 

Required Experience: 

  • 3+ years of Level 2 technical support experience required 
  • BS/MS in Computer Science or related fields and/or equivalent experience is required 
  • Excellent customer service skills with the ability to gracefully handle difficult and complex situations. Creative, innovative, and analytical thinking is strongly desired 
  • Working experience in performing technical application support for web-based Enterprise Software 
  • Working knowledge of Java, J2EE, HTML, XML, JavaScript, Oracle, SQL and Stored Procedure 
  • Strong knowledge and background in JBOSS/Weblogic administration and troubleshooting, including clustering 
  • Working experience with application server deployment and configuration, Apache web server and ERP systems. 
  • Experience working with CRM tools such as Salesforce and JIRA. 
  • Strong MS Windows, Linux, VMware, MS Office skills.  
  • Understanding of network basics and troubleshooting 
  • Life Science and/or Contract and Revenue Management technology, functional domain, and relevant experience a plus 
  • Strong written and verbal communication skills with an ability to multi-task, demonstrate leadership and collaborate effectively 

  

About Model N 

Model N is a leading provider of cloud revenue management solutions for life sciences and high tech companies. Driving mission-critical business processes such as pricing, quoting, contracting, regulatory compliance, rebates and incentives, our software helps companies know and grow their true top line and maximize every revenue moment at speed and scale. With deep industry expertise, Model N supports the complex business needs of the world’s leading brands in pharmaceutical, medical technology, semiconductor, and high-tech manufacturing across more than 100 countries, including Johnson & Johnson, AstraZeneca, Novartis, Microchip Technology and ON Semiconductor. For more information, visit www.modeln.com. Model N® is the registered trademark of Model N, Inc. Any other company names mentioned are the property of their respective owners and are mentioned for identification purposes only.