Enterprise Support Engineer II
|March 29, 2018 - May 27, 2018|
|Location:||Salt Lake City, UT|
|Salary Range:||DOE - Hourly|
|Employment Type:||Full Time|
MasterControl Inc. creates software solutions that enable life science and other regulated companies to deliver life-improving products to more people sooner. MasterControl's integrated solutions accelerate ROI and increase 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 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 www.mastercontrol.com.
The Enterprise Support Engineer (ESE II) provides in depth, high-level technical support to MasterControl customers. The ESE II maintains systems-level expertise and root cause-level troubleshooting while resolving advanced technical issues for customers. ESE II's work with fellow team members, service consultants, sales operations and other company resources to increase customer satisfaction and loyalty. ESE II's are responsible for special projects, and will maintain one or more team projects that track team analytics and team success. ESE II's will be subject matter experts (SME) in one or more subjects pertaining to the support of MasterControl Customers.
ESE IIs are responsible for the identification of software defects 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. ESE IIs follow technical support industry standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required.
|Duties:||ESSENTIAL DUTIES AND RESPONSIBILITIES:|
Exceeding customer expecations 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.
Provide customers with knowledge regarding software functionality and best practices.
Identify and reproduce software defects for submission to development.
Able to generate and represent statistical reports.
Provide Customers with root cause analysis and in depth troubleshooting.
Meet and exceed Service Level Agreements through effective incident management.
Performs software implementation, installation and upgrades to MasterControl customers.
Updates and maintains reports for customers and key internal contacts.
Provides backup support to other ESE team members.
Works directly with escalation engineers to assure resolution of critical customer issues.
Provide and participate in technical training and knowledge transfer for new or complex products.
As directed, performs special projects.
Some travel may be required.
Contribute to overall content and quality of knowledge base utilizing Knowledge Centered Support principle's
Other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
Proficient networking experience (LAN, WAN etc.)
Proficient understanding of PC and server architecture and inter-connectivity
Programming experience / knowledge (Java Script, HTML) helpful
Demonstrated history of MS SQL experience / knowledge required.
LDAP & Active Directory experience / knowledge desirable
Oracle experience / knowledge desirable.
Superior Trouble shooting skills.
Previous life science, highly regulated, or compliance experience preferred.
Demonstrated history of strong customer service skills.
Excellent customer relationship and advocacy skills.
Experience with Enterprise networks (servers, topology, connectivity etc.).
Understanding of VMWare environments. Strong experience desirable.
Attention to detail.
Solid writing skills.
ITIL Certification preferred
MTA DB Fundamentals Preferred
Four-year technical degree or equivalent experience is required.
Experience with providing customer centered technical support.
Experience with life sciences, highly regulated, or compliance experience preferred.
Applicable certifications preferred.
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!)
Employer Paid Life Insurance Policy ($50K)
Wellness Programs (every employee gets a Fitbit!)
Applicants must be currently authorized to work in the United states on a full-time basis.
MasterControl is an Equal Opportunity Employer.
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.
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