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