Backline Technical Support Engineer

January 23, 2018 - March 24, 2018
Location:Salt Lake City, UT
Employment Type:Full Time
Description:About MasterControl

MasterControl Inc. creates software solutions that enable life science and other regulated companies to deliver life-improving products to more people sooner. The MasterControl Business Excellence Platform (BxP) accelerates ROI and increases efficiencies by automating and securely managing critical business processes throughout the entire product lifecycle. More than 1,000 companies worldwide, ranging in size from five employees to tens of thousands, rely on MasterControl BxP cloud solutions to automate processes for new product development, clinical, regulatory, quality management, supplier management, manufacturing and post-market surveillance. MasterControl solutions are well-known for being scalable, easy to implement, easy to validate and easy to use. For more information, visit


A Backline Enterprise Support Engineer (ESE) provides in depth, high-level technical support to internal and external MasterControl customers, utilizing Signature Service principles and providing world-class customer support. A Backline ESE champions Knowledge Centered Support (KCS) as a KCS Contributor and KCS Publisher for company-wide Knowledge Base articles. As a Subject Matter Expert, A Backline ESE provides educational presentations for MasterControl teams and customers that attend the annual MasterControl Summit. Backline ESE's are responsible for the identification of software defects, replication, and the reporting of such to Engineering while providing interim solutions and workarounds when necessary. This position works with other internal resources to ensure that issues are resolved in a timely fashion. A Backline ESE follows technical support industry standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required. A Backline ESE is self-motivated and has the ability to work with minimal supervision.


Exceeding customer expectations by providing an individually tailored service experience
Identify and resolve customer incidents via incoming calls, emails, etc.
Adhere to team processes, alignment with team objectives and goals
The identification, creation, and representation of software defects
Provide in depth troubleshooting, analysis and workaround on advanced and complex issues
Meet and exceed Service Level Agreements through effective incident management
Works directly with stakeholders to assure resolution of critical customer issues
Assisting ESE's with technical issues
Mentor and provide training regarding how to approach and debug complex systems
Taking lead and managing tasks for a responsibility beyond standard duties
Creation and publication of Knowledge Base articles
Subject Matter Expert Lead (SMEL) organizing knowledge distribution and training
Maintain Enterprise Support's LAB environment
Provide after-hours support as needed
As directed, performs special projects
Following company policy for expense reporting
Prepare and Present MasterControl Essential Training sessions

Demonstrate ability to read and debug code
Troubleshooting and understanding of network architecture
Proficient with MS SQL and Oracle database
LDAP & Active Directory experience / knowledge
Demonstrate ability to perform heap and memory analyses, LAN trace, Profiler, and JDK tools
Experience with SSL, Certificates, Cryptography, and other server security
Experience with Enterprise networks (servers, topology, connectivity etc.)
Experience with network and system architectures such as servers, databases, load balancers, and routers
Understanding of VMWare environments. Strong experience desirable
ITIL Certification
MTA DB Fundamentals
Ability to write precise and instructive Knowledge Base articles about technical issues
Extensive customer service experience and/or training
Excellent customer relationship and advocacy skills
Experience with providing customer centered technical support
Demonstrated history of strong customer service skills
Superior Troubleshooting skills
Previous life science, highly regulated, or compliance experience
Attention to detail
Solid communication skills

BS degree in Information Technology (IT), Information Systems (IS), Computer Science (CS), etc. OR equivalent experience. Industry certifications are desirable.


Ability to operate a computer and work at a desk for extended periods of time
Ability to communicate effectively in writing, in person, over the telephone and in e-mail
Must be able to work well with people
Why Work Here?



MasterControl is a place where Exceptional Teams come together to do their best work. Hiring Exceptional Teams, including the best talent in our industry, is a core value of ours. MasterControl employees are surrounded by intelligent, motivated individuals every day. We like to call it #TheBestTeamOnThePlanet.

We value every employee and their contribution to what makes MasterControl successful. We give right back to the employee through a generous benefits package, great flexibility, and continuous opportunities for advancement.

Not only do we hire Exceptional Teams, but we work hard to keep them here by developing and challenging their skillsets, encouraging professional development and growth, and offering a culture that can't be found elsewhere. Which is why we say - #WhyWorkAnywhereElse?

To put it simply, working at MasterControl is fun, challenging, and rewarding. From our Fitness Clubs to our awards programs, from our company parties to our competitive benefits, you can't really go wrong. MasterControl could be your next (and last) career move!

We are growing quickly and always looking for talented individuals to add to #TheBestTeamOnThePlanet!

Here are some of the benefits MasterControl employees enjoy:

Generous PTO package of three weeks, increasing after just three years of employment
Competitive compensation with annual merit increase reviews
100% medical premium coverage (yes, you read that right!)
Dental/Vision Plans
401k Plan
Employer Paid Life Insurance Policy ($50K)
Great Flexibility
Wellness Programs (every employee gets a Fitbit!)
Applicants must be currently authorized to work in the United states on a full-time basis.

Qualifications:For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.
Click Here to Download Complete Job Description

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