Senior Application Support Engineer

Be part of the Next Industrial Revolution - Behind every SaaS Product is a Team 

In Vimachem, we’re using technology to empower the people who manufacture medicines for our world. Since 2014, we have been developing the Vimachem Pharma Manufacturing Execution System (MES), leveraging Industrial Internet of Things (IIoT), Cloud computing, and Artificial Intelligence (AI). Currently deployed in over 200 pharmaceutical sites globally, the Vimachem Pharma MES is enabling a healthier world by supporting pharmaceutical and biopharmaceutical manufacturers in bringing to market faster, affordable, and life-saving medications.   

Today, we are going through one of the most exciting times for our company. We are growing rapidly globally and expanding our Platform Support team, looking for an ambitious engineer ready to contribute and innovate, taking our customer experience services to the next level. 

Our culture is fast paced, entrepreneurial, and rewarding. We've been recognized as a "Great Place to Work" for multiple consecutive years by fostering an inclusive and mission-driven culture. If you are passionate about cutting-edge technologies, the future is bright for you at Vimachem, and we want to hear from you!   

Impact of the Role 

 
In a nutshell? Make everyone’s life easier and better by helping pharmaceutical companies produce and ship medicines faster to our world! 
 

As an Application Support Engineer, you will play a pivotal role in understanding and addressing customer enquiries and reported issues of the Vimachem Pharma 4.0 platform. You will be responsible for ensuring exceptional customer experiences and assisting with continuous improvements to our support and implementation processes where applicable. Your work will significantly impact customer satisfaction and loyalty, directly influencing Vimachem’s global market reputation and success. 

What will you do as an Application Support Engineer?  

• Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries. 

• Educate customers on the product, usage, and features and maintain customer relationships. 

• Work side by side with customers to implement the Vimachem Pharma 4.0 platform and utilise your implementation experience to become an expert in the Vimachem Pharma 4.0 platform. 

• Assist with creating a proactive environment where our Platform Support team anticipates and identifies potential customer needs or issues before they arise. 

• Collaborate closely with the Professional Services, Product and Customer Success teams to continuously improve the Vimachem Pharma 4.0 platform, the implementation process, and the overall customer experience.  

• Support user testing activities such as troubleshooting, ensuring the expected results are delivered.  

• Act as an internal advocate for innovation by exploring, evaluating, and implementing AI-powered tools to enhance efficiency, scalability, and customer satisfaction across Support services - from intelligent ticket routing and diagnostics to knowledge management and customer self-service. 

• Continuously develop documentation and FAQs for the Vimachem Customer Support and Implementation portal.  

About You: 

• You are willing to work in a fast-paced, challenging, quickly changing environment. 

• You are keen to learn the latest technologies and improve yourself. 

• You are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls. 

• You are genuine, humble, curious, and willing to work in a fun, diverse culture. 

What skills do I need? 

• Bachelor's degree (or equivalent work experience or specialized training) in Information Technology (IT), Computer Science (CS), Software Engineering, or related subjects.  

• Minimum 5 years of experience in application support. 

• Strong knowledge of Windows operating systems. Knowledge about Linux systems and shell  is a plus.  

• Experience with ticketing systems (e.g. ZenDesk). 

• Experience in manufacturing or process engineering is a plus. 

• Familiarity with Atlassian environment (e.g. Jira, Confluence). 

• Highly motivated and self-directed individual with the ability to act both as an individual contributor and team member with a ‘can do’ as well as ‘will figure it out’ attitude. 

• Strong analytical and problem-solving skills to identify and resolve technical issues efficiently. 

• A demonstrated understanding of prioritization and flexibility. 

• Excellent verbal and written communication skills, with high standards for documentation.  

What tech experience would be preferred?  

• Intermediate API and HTTP (post/get, auth, etc.). 

• Intermediate SQL (PostgreSQL) and Mongo databases, queries.  

• Basic Shell scripting (MacOS, UNIX). 

• Basic Network/Cloud (AWS, Azure). 

• Good networking knowledge. 

• Ability to read, parse, and manipulate various technical formats such as XML and CSV. 

At Vimachem, we know that even exceptional candidates sometimes hesitate to apply. If you’re excited about this role but don’t meet every single requirement, we encourage you to apply - we’d love to explore your potential fit. 

What’s in for You  

Our team is a strong, diverse, hard-working team that values families, personal well-being, and meritocracy. We believe amazing results require amazing effort and commitment, and we perform bi-annual performance reviews and continuous feedback to ensure we reward our top performers.  Benefits of working with us include:   

• Competitive salary and performance bonus.   

• Employee Stock Option Plan (ESOP).    

• Modern work environment with an open culture towards improvements and new ideas.  

• Benefits package, including Health insurance, Life insurance, Short-term Disability, and Long-term Disability.   

• Continuous training, company workshops, and events.   

• A buddy will support you with onboarding.   

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform Life Sciences manufacturing.