As a member of the Model N Support team, the Technical Engineer 1 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.
Job Responsibilities
- Continuously enhance business, product, and technical knowledge
- Develop deep expertise in one or more functional or technical areas
- Contribute to knowledge repositories and documentation
- 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
- 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
- Experience with tools such as:
- JSM, Oracle, SQL Developer
- SharePoint, Excel
- Ability to extract diagnostics (heap dumps, thread dumps, etc.)
- Strong analytical and problem-solving skills
- Effective written and verbal communication
- Ability to work independently with minimal supervision
- Customer-centric mindset
1. Technical & Professional Development
2. Ticket Management & Problem Solving
Technical Skills & Requirements
Core Technical Competencies
Tools & Technologies
Soft Skills & Competencies
Adaptability and continuous learning attitude
Job Qualification
- BE/BTech in Computer Science, Engineering, or related field (or equivalent experience)
- 2-3 Years of experience supporting enterprise-level software in a customer-facing environment
- Experience in SaaS-based applications preferred
- 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
Success Factors
Skills Required
- BE/BTech in Computer Science, Engineering, or related field (or equivalent experience)
- 2-3 years experience supporting enterprise-level software in a customer-facing environment
- Experience in SaaS-based applications
- Troubleshooting and debugging skills including log analysis
- Strong SQL skills (joins, subqueries, views, inline queries)
- Understanding of Model N application configurations and behaviour
- Familiarity with data dictionary and application architecture
- Knowledge of reporting tools (e.g., Cognos, Looker)
- Experience with tools such as JSM, Oracle, SQL Developer, SharePoint, Excel
- Ability to extract diagnostics (heap dumps, thread dumps, etc.)
- Effective written and verbal communication
- Ability to work independently with minimal supervision
- Customer-centric mindset
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.
