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 robust 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.
Primary Duties and Responsibilities:
- Bring 47 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 techni
📌 Senior Technical Engineer (Secunderabad)
🏢 Model N
📍 Secunderabad
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