Description
Application Engineer Tier 1
Team: Tier 1
Location: Chennai
Commitment: Full-Time
Workplace Type: onsite
About ValGenesis
ValGenesis is a leading digital validation platform provider for life sciences companies. ValGenesis suite of products are used by 30 of the top 50 global pharmaceutical and biotech companies to achieve digital transformation, total compliance and manufacturing excellence/intelligence across their product lifecycle.
Learn more about working for ValGenesis, the de facto standard for paperless validation in Life Sciences: https://www.valgenesis.com/about
About the Role:
Responsibilities:
- Knowledge & Application:
- Apply advanced troubleshooting methodologies, using structured problem-solving techniques to resolve technical issues.
- Analyze and resolve a variety of software-related issues, ensuring solutions align with customer needs and compliance requirements.
- Provide direct technical support to customers, guiding them through system workflows, configurations, and best practices.
- Contribute to knowledge base articles, FAQs, and process documentation, ensuring troubleshooting information remains up to date.
- Complexity & Problem-Solving:
- Work on problems of moderate scope, where data evaluation and troubleshooting require deeper analysis than entry-level roles.
- Diagnose and resolve recurring technical issues, identifying patterns and recommending process improvements.
- Improve internal troubleshooting workflows, documenting new technical solutions for cross-team learning and efficiency.
- Ensure compliance with Service Level Agreements (SLAs), prioritizing support tasks based on urgency and impact.
- Collaboration & Interaction:
- Build productive relationships with cross-functional teams, including Product, Engineering, and Customer Success.
- Provide mentorship to entry-level engineers, guiding them through troubleshooting techniques and system analysis.
- Work closely with customers and end-users, ensuring technical solutions are well understood and properly implemented.
- Participate in daily or weekly technical review meetings with direct Lead, discussing challenging cases, resolution strategies, and process enhancements.
- Contribute to internal training sessions, sharing expertise on troubleshooting methodologies and create CTS internal training materials.
- Communicate effectively with non-technical users, simplifying complex issues into actionable guidance.
- Other Activities
- Tier I application engineer is responsible update IMS fields in regard to PSR/PSTR, HFSR Document ID.
- Tier I application engineer is responsible to executing the test scripts to verify the Issue/defects.
- Responsible to reproduce bug/defects in testing environment before bug fixing
- May execute Retest bug/defects in testing environment after bug fixing, and before deploying.
- Defect tracking in IMS system
Requirements:
- Typically requires 2-4 years of experience in technical support, application engineering, or software troubleshooting.
- Bachelor’s degree in computer science, Engineering, IT, or a related discipline (or equivalent work experience).
- Background in the Life Sciences Industry (e.g., Pharma, Biotech, Validation, Cleaning Validation, Risk Management, or Manufacturing) is highly valued.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a clear and concise manner.
- Strong problem-solving skills with keen attention to detail.
- Ability to work effectively in a team-oriented environment, collaborating across departments to resolve customer issues.
- Commitment to providing exceptional customer service, ensuring efficient issue resolution and customer satisfaction.
- Communicate in a professional manner (both within and outside immediate team), showcasing customer service skills, common courtesy and tact.
- Strong time management and organizational skills.
- Proficiency in Microsoft Word and Excel.
- Strong documentation skills, with the ability to write structured troubleshooting steps for knowledge-sharing.
We’re on a Mission
In 2005, we disrupted the life sciences industry by introducing the world’s first digital validation lifecycle management system. ValGenesis VLMS® revolutionized compliance-based corporate validation activities and has remained the industry standard.
Today, we continue to push the boundaries of innovation ― enhancing and expanding our portfolio beyond validation with an end-to-end digital transformation platform. We combine our purpose-built systems with world-class consulting services to help every facet of GxP meet evolving regulations and quality expectations.
The Team You’ll Join
Our customers’ success is our success. We keep the customer experience centered in our decisions, from product to marketing to sales to services to support. Life sciences companies exist to improve humanity’s quality of life, and we honor that mission.
We work together. We communicate openly, support each other without reservation, and never hesitate to wear multiple hats to get the job done.
We think big. Innovation is the heart of ValGenesis. That spirit drives product development as well as personal growth. We never stop aiming upward.
We’re in it to win it. We’re on a path to becoming the number one intelligent validation platform in the market, and we won’t settle for anything less than being a market leader.
How We Work
Our Chennai, Hyderabad and Bangalore offices are onsite, 5 days per week. We believe that in-person interaction and collaboration fosters creativity, and a sense of community, and is critical to our future success as a company.
ValGenesis is an equal-opportunity employer that makes employment decisions on the basis of merit. Our goal is to have the best-qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics protected by local law.
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