RESPONSIBILITIES

• Investigate client issues (replicate/diagnose/document problems)
• Review knowledge base for known errors & creation of knowledge as needed (1st level)
• Replicate customer incidents in-house (2nd level)
• Perform source code review to resolve customer incidents (3rd level)
• Deploy patches and hot-fixes in customer environments
• Producing, testing and debugging source code
• Understand business processes in (life science & pharmaceutical) industry
• Collaborate with in-house engineers in distributed teams to resolve incidents
• Correspond with customers using service desk communication tools (phone/email/ticketing system/online meetings)
• Compliance with established procedures and workflows (IMS / agreements / SOPs)
• Constantly be on the lookout for ways to improve design, documentation and maintenance of Werum's products
• Develop project extensions (incl. testing)
• Understand functionalities of company products
• Cover overnight support hotline (rotating schedule)

Requirements:

• A degree in IT / Computer Science or Life Science field
• Hands-on experience in software development
• Must be proficient in multiple software programing languages
• Proficiency with databases, Oracle preferred
• Working experience in remote troubleshooting
• Strong written and verbal communication skills including technical writing skills
• Excellent organization and problem-solving skills
• Strong analytical skills; a second language is mandatory
• ITIL certification is a plus
• Experience with enterprise systems is a plus