Description About Norstella At Norstella our mission is straightforward to help our clients bring life-saving therapies to market quicker and help patients in need Founded in 2022 but with history going back to 1939 Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle and get the right treatments to the right patients at the right time Each organization Citeline Evaluate MMIT Panalgo The Dedham Group delivers must-have answers for critical strategic and commercial decision-making Together via our market-leading brands we help our clients Citeline - accelerate the drug development cycle Evaluate - bring the right drugs to market MMIT - identify barrier to patient access Panalgo - turn data into insight faster The Dedham Group - think strategically for specialty therapeutics By combining the efforts of each organization under Norstella we can offer an even wider breadth of expertise cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data machine learning and predictive analytics As one of the largest global pharma intelligence solution providers Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA UK The Netherlands Japan China and India The Role As part of the Technical Support Team you will be required to work closely with Cloud Operations Product Management and Development to provide product knowledge configuration assistance and second level technical support to Norstella s client base As a Tier II Engineer and the first escalated contact for client requests you support the Norstella SaaS platforms as well as the related Integrations that work with it You will work hand in hand with the different Support teams as well as the established Tier II team This role is frontend user support with the opportunity to learn backend systems Responsibilities Provide tier two technical support for Norstella SaaS platforms and related integrations Triage technical issues resolve problems independently and escalate when appropriate Taking ownership of client technical issues including initial troubleshooting identification of root causes and issue resolution and communication Enhancing internal and external knowledge-based solutions with effective articles Achieve and maintain targeted case statistics such as number of cases closed or issues resolved along with other established goals Provide professional-level conversations with customers to gather information troubleshoot and resolve their technical requests Identify and escalate issues through our SWARM process Document actions in tickets to effectively communicate information internally and to clients Qualifications 5 years of experience in supporting SaaS solutions for international customers BS Degree or equivalent skill experience Excellent communication skills and the ability to work in a fast-paced team environment Experience in a cloud SaaS environment Very customer-oriented and friendly - drive to achieve a satisfied client not just a technical resolution Self-starter able to learn new technologies on the fly Collaborative team player Ability to prioritize manage time effectively and multitask Qualifications Preferred SQL scripting experience Automation Terraform and or JavaScript scripting experience Base understanding and experience with AWS and or Azure Experience with object-oriented programming languages i e - Java C Our guiding principles for success at Norstella 01 Bold Passionate Mission-First We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do 02 Integrity Truth Reality We make promises that we can keep and goals that push us to new heights Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn t By being true to the data and producing realistic metrics we are able to create plans and resources to achieve our goals 03 Kindness Empathy Grace We will empathize with everyone s situation provide positive and constructive feedback with kindness and accept opportunities for improvement with grace and gratitude We use this principle across the organization to collaborate and build lines of open communication 04 Resilience Mettle Perseverance We will persevere - even in difficult and challenging situations Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission 05 Humility Gratitude Learning We will be true learners by showing humility and gratitude in our work We recognize that the smartest person in the room is the one who is always listening learning and willing to shift their thinking Benefits Health Insurance Provident Fund Reimbursement of Certification Expenses Gratuity 24x7 Health Desk Norstella is an equal opportunities employer and does not discriminate on the grounds of gender sexual orientation marital or civil partner status pregnancy or maternity gender reassignment race color nationality ethnic or national origin religion or belief disability or age Our ethos is to respect and value people s differences to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success We believe that all decisions about people at work should be based on the individual s abilities skills performance and behavior and our business requirements Norstella operates a zero tolerance policy to any form of discrimination abuse or harassment Sometimes the best opportunities are hidden by self-doubt We disqualify ourselves before we have the opportunity to be considered Regardless of where you came from how you identify or the path that led you here- you are welcome If you read this job description and feel passion and excitement we re just as excited about you All legitimate roles with Norstella will be posted on Norstella s job board which is located at norstella com careers If a role is not posted on this job board a candidate should assume the role is not a legitimate role with Norstella Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella Norstella will never ask for anything of value or any type of payment during or as part of any recruitment interview or pre-hire onboarding process If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella please contact the Company using the following email address ApplicationHelp norstella com

📌 Senior Engineer, Tech Support (Karnataka)
🏢 Norstella
📍 Karnataka