Role
- Providing application support for Sycamore SaaS products from product and/or technical support perspective. (IMMEDIATE JOINER) Designation
- Senior Engineer
- Product Support Experience (in years)
- Minimum 3-8 years experience in application support Education
- Masters/Bachelor’s degree, preferably in Computer Science, Information science, Physics, Math or any other related discipline. Essential Skills Strong command of Unix/Linux, Windows workplace, scripting skills, database management skills, ITIL framework understanding. Excellent verbal and written communication skills. Time Management: Handling multiple tasks and prioritizing effectively; Quick learning ability; Good documentation skills Exceptional analytical and diagnostic skills with a methodical approach to root cause analysis and complex problem-solving. Ability to translate technical findings into clear, concise, and actionable recommendations. Desired Skills Knowledge of the clinical research process with emphasis on data collection and preparation for submission; Ruby on Rails programming skills; CloudOps skills, R/Python programming skills; Problem management skills. Certifications, if any Preferred certifications
- ITIL certifications/GxP certifications/AWS certifications/DB certifications Summary This role requires excellent communication skills and a good understanding of clinical trials. It also requires troubleshooting and resolving client-specific technical cases, escalating cases as required; assisting with projects moving from project to production environment, and training clients and staff. This fast-paced role requires flexibility working with several stakeholders while being exposed to various technologies and environments. Expertise in Ruby on Rails programming would be a plus.



Understanding of clinical trial standards and GxP practices is desirable. Roles & Responsibilities ● Serve as product related subject matter expert for diagnosing and resolving complex application issues, performance bottlenecks, and data integrity problems. ● Application of exceptional analytical and diagnostic skills with a methodical approach to root cause analysis and complex problem-solving. ● Translate technical findings into clear, concise, and actionable recommendations. ● Attend customer calls and document the issues on all software products the Companysupports. ● Perform discovery with customers whenever possible, as directed. ● Following up on all issues promptly and maintaining high levels of customer satisfaction. ● Document all discussions or correspondence with customers following company policies and procedures. ● Report open issues daily to teamleaders. ● Provides basic support and troubleshooting, such as password resets, break/fix instructions, verification of proper setup, and assistance with navigating around application menus ● Generating reports, analysis documents using programming skills ● Create and maintain ticket routing; escalation plan, as required. ● Suggest and implement enhancements to monitoring tools and alert configurations; improving support processes and automation initiatives.



● Participate in application deployment and release management to ensure smooth rollouts ● Team collaboration and ensuring adherence to company’s information security policies and regulatory compliance requirements. Essential Experience ● 6+ years of working experience with at least one or more years in application support experience from a B2B context. ● Troubleshooting: Diagnosing errors, checking logs, replicating issues, and resolving bugs. ● Monitoring: Tool based ticket monitoring and assignment ● Languages/Tools: Proficiency in scripting (Python/Shell/ Powershell/ JavaScript) and database queries (SQL) ● System Knowledge: Experience with specific enterprise systems (clinical preferred) and operating systems (Unix/Windows/Linux). Process & Operations: ● Issue Resolution: Managing tickets, escalating complex problems, and documenting solutions. ● Code Management: Handling code migration and configuration changes. ● User Support: Providing front-end and internal support, installation, and configuration. ● Experience working in 24x7 or on-call environments ● Working in shifts ● Knowledge of ITIL frameworks (ITIL Foundation certification is a plus) ● Demonstrated excellent verbal and written communication skills. ● Contribute to continuously improving support processes, tools, and automation initiatives. Desired Experience ● Created and maintained comprehensive documentation, including detailed troubleshooting guides, operational runbooks, SQL scripts, Unix/Linux commands, and knowledge base articles. ● Conduct in-depth root cause analysis for recurring incidents, translating technical findings into actionable solutions ● Working experience of supporting applications in the clinical research/trials domain

📌 Senior Engineer (India)
🏢 Sycamore Informatics
📍 India