Back to SearchSenior Application Support Engineer
Hybrid in Mexico: Guadalajara
Application Support& 5 others
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We are hiring a Senior Application Support Engineer to support a GxP-compliant Clinical Development Platforms product used across late science teams. You will work within a BizDevOps setup alongside Product and DevOps leads to run reliable releases, handle L2/L3 support, and drive enhancements end to end—apply now.
Responsibilities
- Build, test, deploy, and release fixes by following standard SDLC and ITIL processes using Agile methodology
- Implement application enhancements and perform application upgrades as needed while embracing challenging tasks and requirements
- Own assigned L2/L3 tickets and tasks and drive them through to closure
- Troubleshoot application issues by analyzing application logs and doing a dry run of the application code, delivering fixes through application code changes when required
- Resolve user-reported issues within defined timelines according to internal SLA/OLA standards
- Monitor ticketing queues and other support channels proactively to acknowledge and respond quickly while meeting defined response SLA
- Coordinate with internal teams and vendors as needed to address application issues and support project needs
- Communicate planned and unplanned outages promptly and thoroughly, lead outage calls, and drive issues to resolution
- Maintain strong documentation practices by creating KBAs and publishing them to enable faster issue and ticket resolution
- Create backlog items, Stories, and Epics in JIRA as appropriate and execute them based on business priority
- Promote collaborator engagement across the team and stakeholders
- Continuously learn and upskill in line with the organization's goals and evolving demands
Requirements
- Hands-on experience of 3+ years with analytical and reporting tools such as Crystal Reports, Microstrategy, or Business Object
- Added advantage of a background in data engineering and data pipelines for this position
- Practical experience with inbound and outbound integration and data Extract Transform and Load (ETL) processes
- Ability to collaborate effectively in multi-functional teams across programming, biostatistics, data management, and clinical sciences
- Working knowledge of relational databases and experience using multiple clinical data management systems
- Excellent written and verbal communication skills with strong relationship management
- Familiarity with JIRA, Confluence, and BitBucket in day-to-day delivery and support
- Proven exposure to Cloud Platforms such as AWS and AZURE
- Self-driven approach with the ability to work independently with minimal supervision in fast-changing programs
- English proficiency at B2 (Upper-Intermediate) level or higher
Nice to have
- Knowledge of change management processes in a GxP validated SaaS environment
- Understanding of Agile/Scrum methodology and ways of working
- Engineering mindset to help design and implement Clinical Data Solutions aligned to the Products on Platform delivery model
- Ability to manage diverse stakeholders and deliver outcomes with a high degree of satisfaction