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Technical Support Engineer

buscojobs Españabarcelona, España

Hace 11 días

Descripción del trabajo

STARLIMS provides leading Laboratory Information Management Systems (LIMS) solutions that have served customers around the world for over 30 years. STARLIMS solution suite helps to improve the reliability of laboratory sampling processes, manage complex testing workflows and analytical methods, support compliance with global regulatory requirements and industry standards, and provide comprehensive reporting, monitoring, and analysis capabilities. With multiple support centers across the globe, STARLIMS solutions are used in labs across multiple industries and disciplines including pharma & biotech, life sciences, food & beverage, manufacturing, petrochemical refineries and oil & gas, chemical, public health, forensics, and environmental sectors, offering a wide range of global career opportunities.

Role : The Technical Support Specialist provides accurate and timely technical information, support, advice, and assistance regarding the organization's products and services before, during, and after a transaction to maintain and enhance customer relationships. This role involves communicating with customers via email, phone, or support systems to address inquiries, understand technical questions, assess needs, and recommend solutions or alternative products / services. The specialist applies established procedures or develops new solutions to resolve technical problems through case management and follow-up on outstanding cases.

Responsibilities :

Handle level 1 and level 2 customer incidents technically.
Manage and own assigned customer support cases (tickets) fully.
Master application settings and configurations.
Perform remote analysis and resolution of issues encountered by customers.
Monitor incident tickets, investigate, perform additional tests if needed, resolve, and close or escalate to level 3 support as appropriate.
Collaborate with global support teams and other STARLIMS support engineers in Europe.
Recommend system modifications to reduce user problems and improve support processes.

Who You Are :

Excellent written and verbal communication, interpersonal, facilitation, presentation, analytical, organizational, and follow-up skills.

Ability to establish and maintain good working relationships with engineers, vendors, and customers.

Strong troubleshooting skills for software problems, with the ability to identify and solve issues creatively and effectively.

Aptitude for learning new processes and recommending continuous improvements.

Experience working within enterprise or cross-division business units is preferred.

Ability to operate in a highly matrixed and geographically diverse environment.

Proven ability to work both independently and as part of a team in a fast-paced, changing environment.

Strong project engagement skills and ability to leverage team efforts.

Effective communication skills at multiple organizational levels.

Ability to multitask, prioritize, and meet deadlines efficiently.

Excellent organizational and attention-to-detail skills.

Experience as a programmer with SQL and an object-oriented language like C# or equivalent.

Experience with RDMS such as Oracle, SQL Server, MS-SQL, etc.

Fluency in both oral and written English and Spanish.

Nice to have :

Prior experience with LIMS, ELN, SDMS, or LES systems.

STARLIMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age, or disability.

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Technical Support Engineer • barcelona, España