Sr. Technical Engineer (SQL, Java) - Customer Support (Life Sciences)

Bring 4+ years of relevant industry experience, preferably within enterprise SaaS or Life Sciences domains.

Serve as an L2/L3 support engineer and senior escalation point for customer-reported application, integration, and data-related issues, ensuring adherence to SLA commitments and service quality standards.

Continuously build and expand business, product, and technical expertise while mentoring and supporting the growth of team members.

Provide guidance on customer business requirements and align technical solutions to business needs.

Develop strong functional and technical understanding of Model N platform components and system architecture.

Advise on implementation methodologies and delivery approaches across customer engagements.

Effectively manage a high-volume and complex ticket queue across multiple customers, utilizing analytical thinking and creative problem-solving skills to achieve resolution.

Collaborate across teams and leverage cross-functional relationships to drive timely and effective solutions.

Resolve customer issues holistically by applying a deep understanding of customer environments, workflows, and business processes.

Review root cause analyses (RCA) and resolution approaches for peer tickets to ensure quality and consistency.

Investigate, identify, and document root causes for incidents and recurring issues.

Utilize diagnostic tools, logs, SQL queries, and other technical resources proficiently to troubleshoot and resolve issues.

Demonstrate a collaborative mindset with a strong focus on supporting and enabling team success.

Effectively prioritize and manage tickets based on severity, impact, and business urgency.

Actively contribute to knowledge sharing by developing FAQs, knowledge base articles, and technical documentation.

Work closely with Engineering, QA, Product Management, CSM, and Infrastructure teams to ensure accurate and timely issue resolution.

Participate in post-incident reviews and continuous improvement initiatives focused on system stability, scalability, and data quality.

Be flexible to work in rotational shifts and provide weekend support as required.