Technical Support Engineer, Senior

About TraceLink

Join a company at the forefront of safeguarding global health. At TraceLink, we build innovative SaaS solutions that digitize the pharmaceutical supply chain. Our Opus Platform helps life sciences companies ensure compliance, gain critical visibility, and make decisions that keep essential medicines flowing to patients worldwide.

Founded in 2009 with a mission to protect patients, TraceLink has grown to become a recognized industry leader (Gartner, IDC). With over 800 employees across 8 offices, supporting 1300+ customers in 60+ countries, we offer a dynamic environment and a highly-rated company culture (Comparably).

Senior Technical Support Engineer

Location: This position can be based anywhere within the U.S., with a primary location historically being Wilmington, MA.

Are you a seasoned technical expert passionate about solving complex software challenges and ensuring customer success? TraceLink is seeking a highly skilled Senior Technical Support Engineer to join our critical Customer Support and Service organization. In this role, you will be essential to guaranteeing our enterprise customers maximize the value of their investment in our Life Sciences Cloud and Opus Platform solutions.

What You’ll Do (Key Responsibilities)

• Diagnose and Resolve: Lead the analysis, verification, and resolution of complex technical and system integration issues impacting our global enterprise customers. This involves testing, monitoring, and maintaining TraceLink’s proprietary software systems.
• Technical Deep Dive: Utilize your expertise in web applications, UNIX, and various scripting languages to investigate and resolve customer problems. Identify root causes, including potential networking problems, using standard diagnostic methods.
• Data Mastery: Skillfully read, parse, and manipulate diverse technical data formats such as XML, EDI, IDoc, and CSV to troubleshoot and understand data flow challenges.
• Customer Advocate: Serve as a primary point of contact, directly interacting with customers to thoroughly understand, document, troubleshoot, and resolve their technical issues efficiently and professionally.
• Internal Collaboration: Partner closely with our Product Management, Engineering, and Quality Assurance teams to communicate customer issues effectively and drive their timely resolution.
• Knowledge Sharing & Improvement: Contribute to the development of best practices, standard procedures, and tools that enhance our support capabilities. Create and update user documentation and manuals to empower customers and internal teams.
• System & Process Acumen: Log product enhancements and defects meticulously into our tracking systems (Jira, Salesforce, Wiki) and provide expert insights on TraceLink’s data interfaces.

What You’ll Bring (Qualifications & Experience)

To succeed in this role, you will need:

• A Bachelor’s degree (or foreign equivalent) in Computer Science, Electrical Engineering, Electronic Engineering, or a related technical field.
• A minimum of five (5) years of progressive experience in a technical support and troubleshooting role.
• Demonstrated expertise with at least five (5) years of experience in *each* of the following areas:
  • Supporting proprietary enterprise-level software applications.
  • Utilizing UNIX environments with a strong focus on scripting and parsing data sets.
  • Reading, parsing, and manipulating various technical formats, including XML, IDoc, CSV, and EDI.
  • Working with Java APIs and B2B technologies such as AS2, SFTP, and Web Services.
  • Developing and using Unix shell scripting and Perl scripting.
  • Providing technical support within the pharmaceutical industry or a related highly regulated field.
  • Hands-on experience with AWS resources, including databases and cloud storage solutions.

Details & How to Apply

Type: Full-time

Salary Range: $112,445 – $115,000

Location: Anywhere U.S. (Original Job Site: 200 Ballardvale Street, Wilmington, MA 01887)

TraceLink offers a competitive compensation and benefits package.

Please Note:

• This position is eligible for TraceLink’s employee referral program.
• We are unable to provide visa sponsorship for this position.

To Apply: Please email your resume directly to: achicoine@tracelink.com

TraceLink is committed to protecting your privacy. For more information on how we process personal data during recruitment, please refer to the TraceLink Privacy Policy. If you have privacy questions or requests, please contact Candidate-Privacy@tracelink.com.

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