Advanced Technical Services 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.

Overview
The Senior Advanced Technical Services Engineer is a senior member of the Advanced Technical Services team and is responsible for executing technical activities within Technical Support, while being a mentor to the Technical Support Team. This role requires a combination of technical and interpersonal skills to be successful.

Responsibilities
 Assist in the resolution of complex customer issues by utilizing TraceLink products, working with TraceLink teams to develop new product solutions or creating internal tooling.

 Serve as technical advisor and mentor to Technical Support engineers

 Coordinate triage, prioritization, delegation and execution of customer Data Repairs

 Create and support scripts to assist the Technical Support Teams

 Recognized Subject Matter Expert for 3-4 TraceLink Applications

 Document and provide technical training to Technical Support Teams

 Advocate for product enhancement and issue resolution by liaising to other TraceLink teams

Skills And Competencies
 Proficiency in reading, parsing and manipulating various technical formats such as XML, JSON and CSV.

 Base knowledge of multiple scripting languages (Perl, Python, shell script).

 Strong debugging skills and familiarity with debugging software to resolve complex problems.

 Expert ability to analyze application logs

 Able to create and evaluate the merits of multiple solutions to problems; aids in coming up with effective and creative solutions to complex use cases.

 Knowledge of B2B technologies such as AS2, SFTP and Web Services.

 Extensive working knowledge of Microsoft products (Office, Project, Outlook, SharePoint), Google products (Gmail, Calendar, Drive, Docs, Sheets, Slides, Groups, Hangouts, Forms), Salesforce and other industry standard collaboration tools (Slack, etc.).

 Consistently meets milestones and commitments; sets the right example and 'standard' within the organization.

 Effectively plans work and manages peer and customer expectations.

 Highly self-motivated; thrives in a fast-paced environment.

 Excellent verbal and written communication skills, with extremely high standards for documentation.

 Is a very effective listener and understands the needs of customers and team members.

 Acts as a facilitator or moderator in internal and customer meetings.

 Acts as a mentor to other Technical Support resources.

 Contributes to, and embraces, the Technical Support strategy. Secondary

 Openly shares information, experience and expertise with others to foster team spirit in support of Technical Support goals.

 Able to lead a cross-functional team effort to resolve complex problems.

 Identifies gaps in team knowledge and proactively works to close gaps through either creating new communication channels or contributing to existing ones.

Essential Qualifications
 Fluent in written and spoken English. Additional language skills may be required depending on geographic assignment.

 5+ years of experience in technical customer-facing roles, preferably within technology delivery organizations.

 BS/BA technical degree or equivalent experience.

 In depth knowledge of UNIX and/or JAVA.

 Working knowledge of common ERP systems.

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