Job Title: Software Product/ IT Support Engineer

Date: October 2022

Department: Product Development

FLSA: Exempt

Essential Duties & Responsibilities

  • Provide software technical support for customers on the use of Proveris solutions centered around our Oracle based Viota Software on the Windows operating system
  • Perform diagnostic tests and debugging procedures to resolve software/oracle database related issues.
  • Work with customers to develop and execute product deployment plans including installation and operational qualifications for our solutions, and remote database/workstation setup and configuration.
  • Train customers on the proper use of software and equipment, and on routine maintenance.
  • Help automate service processes with batch scripting.
  • Maintain and evolve internal software deployment process and tools such as data base creation and evolution
  • Drive software related components for new software and system product development creating necessary documentation for installation, creating windows images to support manufacturing, and updating existing tools (such as data base migration) to support the new release.
  • Coordinate with customers for the performance of scheduled software maintenance services such as DB backup and restore, converting customer databases from earlier releases of Viota to current.
  • Provide customer feedback to other functional areas of the company including sales, management, product development, and manufacturing.
  • Help maintain the company’s knowledge base of customer support issues, especially regarding networking, security, database issues.

Competencies:

  • 5+ years of IT admin skills covering computer networking, Oracle DB administration, and general software product support
  • 5+ years of hands-on, top-down product deployment experience including software and instruments, preferably in an internationally recognized quality management system (i.e., ISO 9001 or cGxP) environment.
  • Well versed with Microsoft operating systems and networking, experience with Linux a plus.
  • Experience in scripting such as batch and power shell scripting.
  • Experience in handling support tickets using the Salesforce system or equivalent
  • Good trouble shooting, problem-solving and analytics skills
  • Strong team player and should have good communicate skill.
  • Proactive and independent ability to resolve technical issues while functioning in a support-team structure
  • Experience interfacing with enterprise level relational database management systems (e.g., Oracle or SQL Server), would be advantageous.
  • Extensive troubleshooting skillset with computer systems running on Windows 7 & 10 and Oracle databases.
  • Experience with Linux operating systems is a plus.
  • Excellent time/task management, interpersonal communications, and writing skills with high attention to detail.
  • “Hands on” personality with a proven ability to work effectively in a team-oriented environment.
  • Highly motivated and self-sufficient.

Qualifications:

  • Bachelor’s degree in engineering, science, or technology-oriented discipline.
  • Preferred minimum of 5+ years of hands-on, customer support and product deployment experience including software and equipment, preferably in an internationally recognized quality management system (i.e., ISO9001, or cGxP) environment.
  • Demonstrated experience installing and/or configuring Oracle® database deployments.
  • Demonstrated ability providing top-notch customer service and support, preferably to pharmaceutical or biotech organizations.
  • Excellent oral and written communication skills.
  • “Hands on” personality with a proven ability to work effectively in a team-oriented environment.
  • Language proficiency:  English (primary).

Travel Requirements:

Valid driver’s license needed.  May be required for overnight global travel on a limited basis.  

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop; kneel; crouch, talk or hear and taste or smell.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

Moderate noise level associated with open office work environment and site conditions.  Global travel may present the employee with noise, temperature, and/or humidity that deviates significantly from the level of each one associated with a typical open office environment and site. 

 

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