- Location
- Hyderabad India
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Global Customer Success
- Experience
- 4+ years
- Source
- Lever
Description
This role involves supporting customer-facing enterprise SaaS applications within the Life Sciences industry. The Senior Technical Engineer serves as a senior escalation point for production and data-related issues, with a strong focus on SQL-driven analysis, Java, troubleshooting, and maintaining data integrity.
As part of the Model N Support team, the role requires managing and prioritizing complex issues across a diverse customer base, leveraging industry expertise and product knowledge to drive timely resolution of support tickets.
The engineer independently engages with customer stakeholders to investigate and resolve issues, maintaining a holistic understanding of reported problems and their business impact.
Key responsibilities include organizing and leading customer calls, proactively driving technical resolution strategies, and developing a deep understanding of customer business requirements. The role also demands the ability to professionally manage challenging customer situations with confidence and empathy. In collaboration with customer account teams, the engineer reviews ticket trends and dashboard reports to enhance the overall Model N customer experience and strengthen client relationships.
Additionally, the role includes creating technical documentation and knowledge articles to promote best practices, streamline issue resolution, and support continuous process improvement.
