About MasterControl:

MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit

Summary

An Onboarding Support Engineer (OSE) provides in-depth, high-level technical support to MasterControl customers. OSE's maintains systems-level expertise and root cause-level troubleshooting while resolving advanced technical issues for our customers. An OSE works with other internal company resources to increase customer satisfaction and loyalty.

OSEs are named resources for customers whom are new to MasterControl or in the process of migrating to current code, where it is the responsibility of the OSE's to ensure customer success during this process. OSEs are responsible for the identification of software defects, replication, and the reporting of such to engineering while providing interim solutions and workarounds when necessary. This position works with other internal resources to ensure that issues are resolved in a timely fashion. OSEs follow technical support industry standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required.

Responsibilities:

• Providing an excellent customer experience as a named resource
• Exceeding customer expectations by providing an individually tailored service experience
• Identify and resolve customer incidents via incoming calls, emails, scheduled meetings, etc.
• Educate customers regarding software functionality and best practices
• Identify and reproduce software defects for submission to development
• Provide Customers with root cause analysis and in-depth troubleshooting
• Meet and exceed Service Level Agreements through effective incident management
• Able to generate and represent statistical reports
• Provides backup support to other OSE team members
• Works directly with escalation engineers to assure resolution of critical customer issues
• Provide and participate in technical training and knowledge transfer for new or complex products
• Essential role for the Subject Matter Expert meetings and trainings
• Contribute to overall content and quality of knowledge base utilizing Knowledge Centered Support principle's
• Other duties as assigned

Preferred Skills:

• Four-year technical degree or equivalent experience is required.
• MS SQL experience / knowledge required
• Excellent project management skills
• Exceptional written communication and documentation
• Extraordinary Knowledge of MasterControl functionality
• Outstanding customer relationship and advocacy skills
• Effectively prioritize and execute tasks in a high-pressure environment
• Meet multiple, challenging deadlines while communicating expectations clearly
• Programming experience / knowledge (Java Script, HTML) helpful
• LDAP & Active Directory experience / knowledge
• Oracle experience / knowledge
• Superior Troubleshooting skills
• Experience with Enterprise networks (servers, topology, connectivity etc.)
• Understanding of VMWare environments. Strong experience preferred.
• Experience working in a highly regulated environment or med pharma
• Experience with providing customer centered technical support.

Physical Demands & Working Conditions

• Ability to operate a computer and work at a desk for extended periods of time
• Ability to communicate effectively in writing, in person, over the telephone and in e-mail

Why Work Here?

#WhyWorkAnywhereElse?

MasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.

We work hard to develop and challenge our employees' skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?

MasterControl could be your next (and last) career move!

Here are some of the benefits MasterControl employees enjoy:

• Competitive compensation
• 100% medical premium coverage (yes, you read that right!)
• 401(k) plan with company match
• Generous PTO packages that increase with tenure
• Schedule flexibility
• Fitness clubs (you get paid to have fun and be active!)
• Company parties and employee recognition programs
• Wellness programs (free Fitbit, gym membership and athletic shoe reimbursements, etc.)
• Onsite physician and massage therapist
• Innovation center and gaming rooms at the office
• Dental/vision plans
• Employer paid life insurance policy
• Much, much more!

Applicants must be currently authorized to work in the United States on a full-time basis.