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As part of our Customer Success organization, the Support Engineer is critical to help assure the overall success and satisfaction of customers in implementing and utilizing solutions in the TraceLink Life Sciences Cloud. This role requires a combination of problem solving, technical and interpersonal skills to be successful. The target candidate will have experience working with web applications, UNIX, and scripting languages, as well as troubleshooting and solving customer issues.

Responsibilities

• 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.
• Partner with Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.
• Shift is European business hours
• Participate in on-call rotation and deployment schedules on weekends

Qualifications

• Experience supporting proprietary enterprise level software applications
• Customer-friendly communication and attitude
• Fluent in Italian for written and verbal communications
• Excellent verbal and written communication skills
• Strong analytical skills and attention to detail
• Demonstrate a strong ability to utilize UNIX command line interface with a focus of parsing data sets
• BS in Computer Science or similar information technology degree
• 2 - 4 years working experience in a technical support and troubleshooting role
• Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
• Working knowledge of B2B technologies including AS2, SFTP and Web Services
• Background writing in a scripting language a plus
• Experience with supply chain software and knowledge of pharmaceutical industry preferred