This role involves supporting customer-facing enterprise SaaS applications within the Life Sciences industry. The Senior Technical Engineer serves as a senior escalation point for production and data-related issues, with a strong focus on SQL-driven analysis, Java, troubleshooting, and maintaining data integrity.
As part of the Model N Support team, the role requires managing and prioritizing complex issues across a diverse customer base, leveraging industry expertise and product knowledge to drive timely resolution of support tickets.
The engineer independently engages with customer stakeholders to investigate and resolve issues, maintaining a holistic understanding of reported problems and their business impact.
Key responsibilities include organizing and leading customer calls, proactively driving technical resolution strategies, and developing a deep understanding of customer business requirements. The role also demands the ability to professionally manage challenging customer situations with confidence and empathy. In collaboration with customer account teams, the engineer reviews ticket trends and dashboard reports to enhance the overall Model N customer experience and strengthen client relationships.
Additionally, the role includes creating technical documentation and knowledge articles to promote best practices, streamline issue resolution, and support continuous process improvement.
Job Responsibilities
- 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.
Job Qualification
- Bachelor’s degree or equivalent experience in Computer Science, Engineering, or a related discipline.
- 4+ years of experience in enterprise application support, customer support or data operations roles.
- Strong expertise in SQL and Relational DBs (Oracle preferred) for troubleshooting and data analysis
- Working knowledge of Java/J2EE applications for logs review and basic debugging (not core development)
- Hands-on experience working in data processing environments (files, integrations, batch jobs)
- Experience supporting customer-facing production systems, including incident management and escalations.
- Strong analytical, communication, documentation, and customer-facing skills.
- Strong communication skills
Additional skills:
- Exposure to ITIL-based processes (Incident, Problem, Change Management).
- Experience with ticketing systems (e.g., Service Cloud, Jira) and monitoring tools.
About Model N
Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-add services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.