Location: This is a hybrid remote/in-office role.
About the Team:
The Technical Support Engineer is a technical expert who acts as the primary contact between different support teams and core engineering teams. They handle work requests (which can be internally or externally generated) that have been routed for diagnosis and implementation while regularly updating internal and/or external customers. The Technical Support Engineer will handle work requests directly, or solicit assistance from the core engineering teams within the R&D team for issues/defect reporting. They also identify application defects, then test and document them for the core engineering teams to fix as part of the product. The Technical Support Engineer is a seasoned analyst who has a proven record of customer satisfaction, a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the previous support teams.
Responsibilities:
- Provide support for internal and external customers
- Manage work requests that describe particular issues, software bugs or customer problems
- Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied
- Provide general process analysis and make recommendations for improvements
- Participate in weekly (and occasional weekend) on-call rotations for urgent off-hours issues
- Participate in taking calls (during business hours) from VIP customers for urgent issues
- Distinguish between application database, operating system, network, and hardware problems and properly take ownership of issues through to resolution
- Present complex technical information to non-technical audiences
- Provide accurate and complete problem resolution documentation for future reference and management reporting
- Take part in the creation and maintenance of knowledge base data
- Continually increase subject matter knowledge on Medidata products
- Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls
- Reproduce technical problems, debug systems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients
- Utilize AI generative tools to rapidly draft, format, and publish internal Knowledge Base articles, post-mortem root-cause analyses, and customer-facing resolution summaries.
- Use developer tools like GitHub Copilot within Visual Studio to trace codebase logic, debug application errors, and accelerate code reviews in Ruby, C#, JavaScript, and ASP.NET .
- Utilize advanced prompt engineering with LLMs such as Gemini or Copilot to investigate system logs, interpret API failures within Postman, and generate creative solutions for novel software issues.
- Utilize Medidata's proprietary AI models and internal language tools to securely analyze platform workflows and clinical trial data structures while maintaining strict compliance controls.
- Critically evaluate and validate all AI-generated technical solutions and code snippets against system logs and product documentation to ensure accuracy, safety, and compliance with clinical regulatory standards prior to implementation.
Qualifications:
- Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
- Experience with API/web services.
- SQL experience querying and modifying data using MYSQL, MS SQL Server, MongoDB, Snowflake
- Experience with C#, Javascript, Visual Studio, Ruby, Python and ASP.NET
- Experience using Incident Management and/or Project Management software
- Experience with multiple integrated software products/services
- Experience working with customers to resolve complex issues in a professional manner including finding innovative workarounds to issues
- Experience with Git, Visual Studio, Virtual Machines, Excel, Postman or other API/REST client
- Strong interpersonal and collaborative skills
- Proficiency using GitHub Copilot, Gemini, or ChatGPT for technical problem-solving, code explanation, and script generation.
- Familiarity with using LLMs (e.g., NotebookLM) for document synthesis, knowledge retrieval, and technical research.
- Basic understanding of prompt engineering principles to extract accurate, secure, and context-aware responses from AI tools during live troubleshooting.
- Willingness to learn and adopt proprietary Medidata AI systems and specialized clinical platform models.
- Proven ability to exercise 'human-in-the-loop' oversight, identifying potential AI hallucinations or errors in generated technical documentation and code.
- Strong understanding of data privacy requirements when interacting with AI tools, ensuring that sensitive clinical trial information or PII is never exposed to non-compliant or public model environments.
Bonus Experience:
- Medidata Platform & Technical Expertise: Hands-on experience with Medidata Rave EDC, RTSM, eCOA, CTMS, or similar clinical data management systems, specifically including troubleshooting data validation rules and edit check logic.
- Clinical Industry Domain Knowledge: Prior experience in the Life Sciences, Pharmaceutical, or Clinical Research industry with a strong understanding of clinical trial workflows and regulatory environments.
As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.
- The salary range for positions that will be physically based in the NYC Metro Area is $79,500.00 to 106,000.00
- The salary range for positions that will be physically based in the California Bay Area is $84,000.00 to 112,000.00
- The salary range for positions that will be physically based in the Boston Metro Area is $78,000.00 to 104,000.00
- The salary range for positions that will be physically based in Texas or Ohio is $70,125.00 to 93,500.00
- The salary range for positions that will be physically based in all other locations within the United States is $71,250.00 to 95,000.00
Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides benefits, including medical, dental, life and disability insurance, 401(k) matching, family leave, flexible paid time off; and 10 paid holidays per year.
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