MasterControl
  • 11-Jun-2018 to 10-Aug-2018 (MST)
  • Enterprise Support
  • Salt Lake City, UT, USA
  • Full Time

About MasterControl:

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.

SUMMARY:

A Technical Support Engineer III provides in depth, high-level technical support to internal and external MasterControl customers, utilizing Signature Service principles and providing world-class customer support. A Technical Support Engineer III champions Knowledge Centered Support (KCS) as a KCS Contributor and KCS Publisher for company-wide Knowledge Base articles.  As a Subject Matter Expert, A TSE III provides educational presentations for MasterControl teams and customers that attend the annual MasterControl Summit.  Technical Support Engineer III 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 Technical Support Engineer III follows technical support industry standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required.  A Technical Support Engineer III is self-motivated and has the ability to work with minimal supervision.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • 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

KNOWLEDGE, SKILLS, AND ABILITIES:

  • 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

EDUCATION AND TRAINING:

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

PHYSICAL DEMANDS AND WORKING CONDITIONS:

  • 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?

#WhyWorkAnywhereElse

#ExceptionalTeamCulture

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.

 

 

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