Customer Support Engineer

About MasterControl:MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit .SUMMARY The Customer Support Engineer (CSE) provides in-depth application technical support to MasterControl customers. The CSE carries out troubleshooting and root cause analysis while resolving advanced technical issues for our customers. CSEs work with fellow team members, service consultants, sales operations, and other company resources to increase customer satisfaction and loyalty. CSEs act as the customer’s first point of contact and are responsible for the identification of software defects as well as the reporting of such to development, while providing interim solutions when available and necessary.This position works with other internal resources to ensure that issues are resolved in a timely fashion. CSEs follow technical support industry-standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required. Full product training will be part of the onboarding process for the successful candidateMust be willing to work USA (MST) hours of operation to connect with North American clients, on a full time basis. RESPONSIBILITIES Exceeding customer expectations by providing a tailored service experience.Identify and resolve customer issues via incoming calls, emails, etc.Provide customers with knowledge regarding software functionality and best practices.Identify and reproduce software defects for submission to development.Provide Customers with root cause analysis and in-depth troubleshooting.Meet and exceed Service Level Agreements through effective incident management.Writing Technical Documentation (i.e. Knowledge Base Articles).Contributes to the departments' Key Performance Indicators (KPI)Performs software implementation, installation, and upgrades to MasterControl customers.Updates and maintains reports for customers and key internal contacts.Provides backup support to other CSE team members.Works directly with escalation engineers to assure resolution of critical customer issues.Provide and participate in technical training and knowledge transfer for new or complex products.Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles.As directed, performs special projects.PREFERRED SKILLS Excellent customer relationship and advocacy skills.Advanced application troubleshooting skills.Database management knowledge / MS SQL experience required.Attention to detail.Professional-level writing and communication skills.Professional English language, speaking/writing skillsLDAP & Active Directory experience / knowledge desirableUnderstanding virtual environments. Strong experience desirable.Programming experience / knowledge (Java Script, HTML) helpfulProficient with Claude Code or similarPHYSICAL DEMANDS AND WORKING CONDITIONS May work a variety of schedule hours, as requiredTravel may be required

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