Technical Support Engineer

Location: This is a hybrid remote/in-office role.

Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week per Company policy.

About our Company:

Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating over 25 years of ground-breaking technological innovation across more than 38,000 trials and 12 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million registered users across approximately 2,300 customers trust Medidata's seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. A Dassault Systèmes brand (Euronext Paris: FR0014003TT8, DSY.PA), Medidata is headquartered in New York City and has been recognised as a Leader by Everest Group and IDC. Discover more at www.medidata.com. Listen to our latest podcast, [from Dreamers to Disruptors](from Dreamers to Disruptors), and follow us at @Medidata.

About the Team:

Reporting to a Manager of Technical Support, you will be a technical expert who is the primary contact between different support teams and core engineering teams. You will handle work requests (which can be internally or externally generated) that have been routed for diagnosis and implementation while updating internal and external customers. You will handle work requests directly, or solicit assistance from the core engineering teams within the R&D team for issues/defect reporting. You will also identify application defects, then test and document them for the core engineering teams to fix as part of the product. The Technical Support Engineer is a seasoned analyst who has a proven record of customer satisfaction, a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the previous support teams.

Responsibilities:

• Provide support for internal and external customers

• Manage work requests that describe issues, software bugs or customer problems

• Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied

• Provide general process analysis and make recommendations for improvements

• Participate in weekly (and occasional weekend) on-call rotations for urgent off-hours issues

• Participate in taking calls (during business hours) from VIP customers for urgent issues

• Distinguish between application database, operating system, network, and hardware problems and take ownership of issues through to resolution

• Present complex technical information to non-technical audiences

• Provide accurate and complete problem resolution documentation for future reference and management reporting

• Take part in the creation and maintenance of knowledge base data

• Increase subject matter knowledge on Medidata products

• Work with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls

• Reproduce technical problems, debug systems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients

• Use AI generative tools to draft, format, and publish internal Knowledge Base articles, post-mortem root-cause analyses, and customer-facing resolution summaries.

• Use developer tools like GitHub Copilot within Visual Studio to trace codebase logic, debug application errors, and accelerate code reviews in Ruby, C#, JavaScript, and ASP.NET.

• Use advanced prompt engineering with LLMs such as Gemini or Copilot to investigate system logs, interpret API failures within Postman, and create novel solutions for software issues.

• Use Medidata's proprietary AI models and internal language tools to securely analyse platform workflows and clinical trial data structures while maintaining strict compliance controls.

• Critically evaluate and validate all AI-generated technical solutions and code snippets against system logs and product documentation to ensure accuracy, safety, and compliance with clinical regulatory standards prior to implementation.

Qualifications:

• Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience

• Experience with API/web services.

• SQL experience querying and modifying data using MYSQL, MS SQL Server, MongoDB, Snowflake

• Experience with C#, Javascript, Visual Studio, Ruby, Python and ASP.NET

• Experience using Incident Management and/or Project Management software

• Experience with multiple integrated software products/services

• Experience working with customers to resolve complex issues including finding innovative workarounds to issues

• Experience with Git, Visual Studio, Virtual Machines, Excel, Postman or other API/REST client

• Strong interpersonal and collaborative skills

• Proficiency using GitHub Copilot, Gemini, or ChatGPT for technical problem-solving, code explanation, and script generation.

• Familiarity with using LLMs (e.g., NotebookLM) for document synthesis, knowledge retrieval, and technical research.

• Basic understanding of prompt engineering principles to extract accurate, secure, and context-aware responses from AI tools during live troubleshooting.

• Willingness to learn and adopt proprietary Medidata AI systems and specialized clinical platform models.

• Proven ability to exercise 'human-in-the-loop' oversight, identifying potential AI hallucinations or errors in generated technical documentation and code.

• Strong understanding of data privacy requirements when interacting with AI tools, ensuring that sensitive clinical trial information or PII is never exposed to non-compliant or public model environments.

Desirable, but Not Essential

• Medidata Platform & Technical Expertise: Hands-on experience with Medidata Rave EDC, RTSM, eCOA, CTMS, or similar clinical data management systems, specifically including troubleshooting data validation rules and edit check logic.

• Clinical Industry Domain Knowledge: Prior experience in the Life Sciences, Pharmaceutical, or Clinical Research industry with a strong understanding of clinical trial workflows and regulatory environments.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides benefits, including medical, dental, family leave, life and disability insurance, a generous pension, and 25+ paid holidays per year.

We will accept applications on an ongoing basis until we fill the position.

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