Application Support Engineer

4 days ago

india, IN Sycamore Informatics Inc. Full time

Designation - Application Support Engineer

Experience - 5 - 10 years

Location - Remote(India)


Essential skills

Technical - Strong command of SQL, Unix/Linux and Windows environments and ITIL processes.

Demonstrated excellent verbal and written communication skills.

Ability to manage and prioritize multiple tasks simultaneously under deadlines and time constraints.

Work effectively with cross-functional teams including Development, Infrastructure, and Business Analysts to ensure seamless application functionality and support.

Participate in an on-call rotation to extended-shift and night-shift in order to provide support for customer support.

Navigate and analyze logs, configurations, and system metrics on Unix/Linux servers using command-line tools

Scripting experience (Any one - Python or Ruby preferred)

Writing SQL Queries


Desired skills

Knowledge of the clinical research process with emphasis on data collection and preparation for submission


Certifications, if any

ITIL certification.


Summary

This role requires excellent communication skills and a good understanding of the clinical trials domain. The ability to troubleshoot and resolve Client specific technical cases, assist with escalation of cases from level One & Two support staff, assist with client projects moving from project to production environment, and training of clients & staff.

This is a fast-paced role, requiring flexibility working with several different stakeholders while being exposed to a variety of technologies and environments.

Knowledge of Ruby programming is desirable. Knowledge of Clinical trials related standards and GxP practices is desirable.


Roles & Responsibilities

Serve as a subject matter expert for diagnosing and resolving complex application issues, performance bottlenecks, and data integrity problems.

Exceptional analytical and diagnostic skills with a methodical approach to root cause analysis and complex problem-solving.

Ability to translate technical findings into clear, concise, and actionable recommendations.

Take customer calls, listen to and document the issues on all software products supported by the Company.

Perform discovery with customers whenever possible, as directed.

Following up on all issues in a timely basis and maintaining high levels of customer satisfaction.

Document all discussions or correspondence with customers in accordance with company policies and procedures.

Report open issues daily to team leaders.

Provides basic support and troubleshooting, such as password resets, break/fix instructions, verification of proper setup, and assistance with navigating around application menus

Create, log ticket routing and escalation to level 3 support.

Flexible to work in Extended Shift and Night Shifts (Rotational)


Essential Experience

8+ years of working experience with a minimum of one or more years implementing applications in the clinical research/trials domain.

Knowledge of ITIL frameworks (ITIL Foundation certification is a plus)

Demonstrated excellent verbal and written communication skills.

Contribute to the continuous improvement of support processes, tools, and automation initiatives.

Application Support and Customer-facing experience


Desired Experience

Create and maintain comprehensive documentation, including detailed troubleshooting guides, operational runbooks, SQL scripts, Unix/Linux commands, and knowledge base articles.

Conduct in-depth root cause analysis for recurring incidents, translating technical findings into actionable solutions.

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