We are looking for a Technical Support Lead to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers install applications and programs.
What would your job be like at Scilife?
As a Technical Support Lead you’ll be involved in the full life cycle of our web application. You will be the lead in our Support Team and System Integration Specialist. You will significantly influence the way technical support is done and integrations with various other systems are done at Scilife.
Your responsibilities:
- Shaping the new support process and involved procedures.
- Performing root cause analysis and staying in constant communication with customers.
- Logging defects improving tickets and following up on their resolution.
- Close collaboration with the development team to understand use cases and potential limitations.
- Acceptance, exploratory and regression testing of our solution to further enhance our knowledge.
- Work directly with enterprise customers to replicate, troubleshoot, and resolve complex technical issues.
- Work with System Integration Specialist during customer onboarding and later stage to help integrate various other systems i.e. Azure AD, AD FS, Jumpcloud, SAP etc.
- Help deploy code to various servers.
What you'll need:
- We need people who are self-starters and have a drive to meaningfully impact our continually improving product suite.
- Ability to understand code, scripts, and database queries. While you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired.
- Working alongside the Team Leader and Senior Developers, expected to provide support to our existing customers
- As well as develop new features and complete bespoke projects following detailed specifications.
- An inclination toward teamwork is a must.
- Enthusiastic and motivated, capacity and willingness to learn, ability to communicate with peers, ability to work to set timescales.
- Build efficient, testable, and reusable modules.
- Solve complex performance problems and architectural challenges
- Understanding accessibility and security compliance (Depending on the specific project/modules)
- Fluent English and the ability to write clearly and concisely.
- The ability to work 100% remotely from your own home office.
Who is Scilife?
At Scilife we build cloud-based technology that helps our customers in the Pharma, Biotech, and Medical Devices industries manage everything quality, process, and product-related. Our customers make life-saving and life-enhancing products that make a difference in the world. Our technology helps them to get their products and services to market fast while complying with regulatory requirements by providing them with a pre-validated SaaS solution.
Why would you work for us?
Join an interwoven collection of talented, motivated, and like-minded
individuals that share core values and a common goal of boosting science and improving life. We’re proud of our stellar 100% remote team, scattered around the globe from Jodhpur to Antwerp and from Barcelona to Miami.
After all, we know location shouldn’t limit potential! We’re all in different time zones, but we make sure to stay connected through work chats and video calls, and team-building outings that are great fun.
We're a friendly bunch that don't take ourselves too seriously yet still get things done, and you can ask anything to anyone. What’s more, even though we’re office-free, we’ll set you up with all the hard- and software you need (hello, new laptop!) so that together we can blast off to great new heights. Since everyone benefits from a great work/life balance, we listen carefully to what you want and need from us to shine, and we'll do our best to provide it. If you're driven, bright, and ready to be part of our company's rapid growth, we can't wait to welcome you aboard!
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