Application Support

Job Title: eQMS Support Engineer No. of Positions: 1 Location: Kochi Work Mode: Hybrid Experience: 3+ Years Shift Timings: Rotational Shift (US Timings) Interview Process 2 Rounds of Interview L1 Virtual Interview L2 – Face-to-Face Interview If the candidate performs exceptionally well, the second round may also be conducted virtually. Top Skills L2 Support Application Support Managing Tickets Incident Management Change Management Good to Have Skills RDBMS SQL eQMS Summary Smart Solve eQMS Application ensures Quality and Compliance across the organization for Life Sciences with real-time solutions.The Enterprise Quality Monitoring System Team is seeking a highly motivated, client-focused, and resourceful individual to provide application support through effective ticket management. The role requires ensuring all deliverables are completed in accordance with standard operating procedures and work instructions while meeting quality standards and service level agreements. The candidate should possess strong communication, problem-solving, and customer support skills. Key Responsibilities Knowledge of eQMS or TrackWise modules is preferred. Provide Product/Application Support. Manage and resolve client tickets within SLA timelines. Offer support via phone, email, and ticketing systems. Categorize, update, track, and resolve client tickets effectively. Escalate complex issues to senior staff and management as required. Collaborate with engineering and product teams for issue resolution. Maintain high standards of accountability and customer satisfaction. Work in an 18x5 support environment following US and European holiday calendars. Support rotational shifts, including night shifts. Contribute to process improvements and knowledge base updates. Perform troubleshooting and root cause investigations. Required Skills & Experience Graduate in Science, Computer Science, Information Technology, or related discipline. 0–2 years of experience in Application/Product Support. Excellent verbal and written communication skills. Strong analytical and problem-solving abilities. Good understanding of RDBMS concepts. Ability to write and analyze SQL queries and SQL traces. Experience with ticketing tools like JIRA, ServiceNow, CSM, etc. ITIL certification is preferred. Strong Microsoft Excel skills. Ability to work under pressure in a time-sensitive support environment. Good organizational, prioritization, and stakeholder management skills. Additional Requirements Willingness to work on weekends when required. Ability to remotely access servers and run predefined scripts to generate reports. Monitor jobs and validate interfaces to ensure successful execution. Self-driven, adaptable, and customer-focused mindset.