At a Glance
- Tasks: Provide technical support and resolve customer issues using innovative solutions.
- Company: Join Medidata, a leader in digital solutions for clinical trials.
- Benefits: Enjoy competitive pay, health benefits, and 25+ paid holidays.
- Other info: Hybrid work model with opportunities for career growth and learning.
- Why this job: Make a real impact in healthcare while developing your tech skills.
- Qualifications: Degree in Computer Science or related field; experience with APIs and SQL.
The predicted salary is between 37800 - 46200 £ per year.
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: FR TT8, DSY.
PA), Medidata is headquartered in New York City and has been recognised as a Leader by Everest Group and IDC.
Discover more at
Listen to our latest podcast, 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 Git Hub 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, Mongo DB, 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 Git Hub Copilot, Gemini, or Chat GPT for technical problem-solving, code explanation, and script generation.
- Familiarity with using LLMs (e. g., Notebook LM) 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, e COA, 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.
#J-18808-Ljbffr
Technical Support Engineer employer: Medidata Solutions
BIOVIA, part of Dassault Systèmes, is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Principal Solution Sales Advisor role in EMEA. Employees benefit from extensive professional growth opportunities, working alongside industry leaders in life sciences while contributing to transformative solutions that enhance scientific innovation and operational efficiency. With a strong emphasis on consultative sales and customer engagement, BIOVIA empowers its team members to drive meaningful impact in the life sciences sector, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Medidata Solutions or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Medidata Solutions.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Medidata Solutions.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Medidata Solutions that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Medidata Solutions.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Medidata Solutions and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Medidata Solutions
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Medidata Solutions uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
