As a member of the Model N Support team, the Customer Support Engineer is responsible for managing assigned support tickets while continuously building technical, business, and product expertise.
This role involves owning the ticket lifecycle, setting and meeting customer expectations, and providing clear, timely updates. The engineer actively participates in customer interactions, communicates progress effectively, and handles sensitive situations with guidance from senior team members.
Key Responsibilities
1. Technical & Professional Development
- Continuously enhance business, product, and technical knowledge
- Develop deep expertise in one or more functional or technical areas
- Contribute to knowledge repositories and documentation
2. Ticket Management & Problem Solving
- Analyse, troubleshoot, and resolve customer issues effectively
- Provide frequent, clear updates and next steps to customers
- Set and manage customer expectations throughout the ticket lifecycle
- Participate in customer meetings and discussions
- Communicate professionally, including handling sensitive issues with guidance
- Collaborate with team members and support team decisions
- Escalate issues appropriately when customer relationships are at risk
Technical Skills & Requirements
Core Technical Competencies
- Troubleshooting and debugging skills (including log analysis)
- Understanding of Model N application configurations and behaviour
- Strong SQL skills (joins, subqueries, views, inline queries)
- Familiarity with data dictionary and application architecture
- Knowledge of reporting tools (e.g., Cognos, Looker)
- Understanding of enterprise SaaS environments
Tools & Technologies
- Experience with tools such as:
- JSM, Oracle, SQL Developer
- SharePoint, Excel
- Ability to extract diagnostics (heap dumps, thread dumps, etc.)
Soft Skills & Competencies
- Strong analytical and problem-solving skills
- Effective written and verbal communication
- Ability to work independently with minimal supervision
- Customer-centric mindset
- Adaptability and continuous learning attitude
Qualifications
- Bachelor’s degree in Computer Science, Engineering, Mathematics, or related field (or equivalent experience)
- 2+ years of experience supporting enterprise-level software in a customer-facing environment
- Experience in SaaS-based applications preferred
Success Factors
- Consistently meets SLAs and commitments
- Builds customer trust through effective communication
- Demonstrates growth in technical and product expertise
- Contributes to team knowledge and process improvements
We solve practical problems that matter to our customers and teams.
We work across functions and value clear, respectful communication.
We recognize good work and support growth over time.
We are curious about better ways to work, including thoughtful use of AI and modern tools.
Our DARE core values - DREAM, ALIGN, RESPECT, and EXCEL - shape how we work together.
We do not expect every person to be perfect in every area. We look for strong fundamentals, curiosity, ownership, and the ability to keep growing.
Compensation, Benefits, and InclusionAt Model N, your well-being and growth matter. We offer a competitive total rewards package designed to support employees personally and professionally.
Benefits and compensation for this position will be provided in accordance with Model N’s India programs and applicable local requirements.
Bring Your N FactorWe are not just looking for a checklist of skills. We are looking for people who bring ideas, curiosity, and a point of view.
If this role sounds interesting and you can see yourself adding value, we would love to hear from you.
Model N is transforming how Life Sciences companies manage revenue, commercialization, and compliance.
For more than 25 years, Model N has been the leader in end-to-end commercialization, revenue optimization, and compliance for pharmaceutical and medical technology companies.
Our intelligent, cloud-based platform combines technology, data, analytics, AI, and industry expertise to help leading Life Sciences organizations optimize revenue, navigate complex regulations, improve decision-making, and bring life-changing products to market faster.
Today, 150+ leading companies across the globe trust Model N to optimize growth and transform critical commercial processes. Our solutions manage approximately $1.3 trillion in gross revenue, helping customers reduce complexity, strengthen compliance, and unlock new opportunities for growth.
At Model N, we are building the next generation of Life Sciences revenue management—where technology, data, AI, and human expertise come together to create meaningful business impact.
Join us to build technology that powers innovation in Life Sciences and makes a difference at global scale.
For more information, visit www.modeln.com.
Skills Required
- Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent experience
- 2+ years of experience supporting enterprise-level software in a customer-facing environment
- Troubleshooting and debugging skills, including log analysis
- Strong SQL skills, including joins, subqueries, views, and inline queries
- Understanding of application configurations, behavior, data dictionaries, and application architecture
- Knowledge of reporting tools such as Cognos or Looker
- Experience with JSM, Oracle, SQL Developer, SharePoint, and Excel
- Ability to extract diagnostics such as heap dumps and thread dumps
- Experience in SaaS-based applications
Model N Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Model N and has not been reviewed or approved by Model N.
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Leave & Time Off Breadth — Time off is presented as flexible for salaried employees, with paid company holidays and practices like extended holiday weekends and a Wellness Week in early July. Feedback suggests this structure supports rest and work–life balance.
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Healthcare Strength — Medical and dental coverage for employees and dependents is described as competitive, with core health insurance commonly highlighted among valued benefits. Wellbeing resources such as EAP and other wellness offerings are also emphasized.
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Parental & Family Support — Paid parental leave is explicitly called out alongside core health coverage. This points to meaningful support for caregiving needs.
Model N Insights
What We Do
Model N enables life sciences and high tech companies to drive growth and market share, minimizing revenue leakage throughout the revenue lifecycle. With deep industry expertise and solutions purpose-built for these industries, Model N delivers comprehensive visibility, insight and control over the complexities of commercial operations and compliance. Our integrated cloud solution is proven to automate pricing, incentive and contract decisions to scale business profitably and grow revenue. Model N is trusted across more than 120 countries by the world’s leading pharmaceutical, medical technology, semiconductor, and high tech companies, including Johnson & Johnson, AstraZeneca, Stryker, Seagate Technology, Broadcom and Microchip Technology. For more information, visit www.modeln.com.
