The Role
Lead complex technical support and application engineering efforts, optimize troubleshooting processes, mentor junior staff, and drive customer satisfaction initiatives.
Summary Generated by Built In
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 broad and specialized expertise to analyze and resolve intricate technical issues that impact system functionality and performance.
- Lead the development and refinement of troubleshooting methodologies, system optimizations, and process efficiencies.
- Serve as a technical advisor, providing guidance on application support best practices, and suggesting new and emerging technologies to improve internal operations.
- Utilize advanced diagnostic tools, SQL queries, and system log analysis to resolve critical known technical challenges efficiently, without a need of escalating to Tier 2.
- Responsible to approve Knowledge base articles/ FAQ’s documentation and/ or Solution, following the best practices regarding the high-quality content.
- Responsible for ensuring that all mandatory fields in the ticket system are correctly populated by the team with meaningful data, enabling cross-department teams to gain valuable insights and make data-driven decisions.
- Complexity & Problem-Solving:
- Tackle highly complex, unique, and business-critical technical challenges, applying structured problem-solving methodologies.
- Develop strategic solutions for persistent technical problems, reducing mid-term operational risks and tickets backlog (including those escalated to Engineering and Product Group.
- Lead and influence cross-functional teams to address root causes of system inefficiencies and drive mid-term improvements.
- Optimize troubleshooting workflows, ensuring proactive identification and mitigation of potential risks.
- Drive initiatives that improve adherence to Service Level Agreements (SLAs) and enhance customer satisfaction and Ensure adherence to Service Level Agreements (SLAs).
- Collaboration & Interaction:
- Main responsible to help their team of application engineers to troubleshoot complex and highly complex challenges, applying structured problem-solving methodologies and document it.
- Develop strong cross-functional relationships with Product, Engineering, and Customer Success teams.
- Act as a primary escalation point for the most challenging support cases, ensuring seamless coordination across departments.
- Act as a primary customer contact point, coordinating proper solutions with customers to manage their expectations and keep high-CSAT.
- Mentor and coach P1-P4 application engineers, fostering a culture of continuous learning and technical excellence.
- Drive internal knowledge-sharing initiatives, leading advanced training sessions and developing best practices documentation.
- Participate in cross-team initiatives aimed at optimizing support processes and enhancing customer experience.
- Represent the Application Engineering team in department leadership-level discussions, contributing to technical decision-making and alignment.
- Represent the Application Engineering team in strategic planning discussions, advocating for technical process improvements and customer-focused solutions.
Requirements:
- Typically requires 5-6 years of experience in technical support, application engineering, or software troubleshooting.
- Bachelor’s or master’s degree in computer science, Engineering, IT, or a related discipline (or equivalent work experience). May also require vocational qualifications and other qualifications applicable to Customer Service and leadership.
- Expertise in SQL queries, system log analysis, and troubleshooting complex system architectures.
- Demonstrated experience in leading process innovations, automation initiatives, and support strategy optimizations.
- Background in the Life Sciences Industry (e.g., Pharma, Biotech, Validation, Cleaning Validation, Risk Management, or Manufacturing) is highly valued.
- Exceptional communication and leadership skills, with the ability to guide teams, influence stakeholders, and drive strategic initiatives.
- High proficiency in Microsoft Office applications (Word, Excel) and experience managing enterprise-level ticketing and support systems.
- Strong documentation and analytical skills, with the ability to create structured troubleshooting guides and technical reports.
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.
Top Skills
MS Office
SQL
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The Company
What We Do
ValGenesis delivers integrated and smart solutions that support the digital transformation of the life sciences industry. With a portfolio that covers the whole product lifecycle, ValGenesis has a digital or technical solution that brings value to each step of your validation and manufacturing processes and their related activities.
