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Technical Support Engineer

STARLIMSMadrid, Area Metropolitana (comarca), España

Hace 5 días

Descripción del trabajo

STARLIMS Madrid, Community of Madrid, Spain

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STARLIMS provides leading Laboratory Information Management Systems (LIMS) solutions that have served customers around the world for over 30 years. Our solutions help improve laboratory sampling processes, manage complex testing workflows, support compliance with global regulations, and provide comprehensive reporting and analysis. With multiple support centers globally, STARLIMS serves various industries including pharma, biotech, life sciences, food & beverage, manufacturing, petrochemical, public health, forensics, and environmental sectors.

Role :

The Technical Support Specialist provides accurate and timely technical information, support, advice, and assistance regarding our products and services before, during, and after transactions to maintain and enhance customer relationships. You will communicate with customers via email, phone, or support systems to address inquiries, understand technical questions, assess needs, and recommend solutions, including alternative products or services. You will apply established procedures or develop 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 support cases (tickets) assigned to you.
Perform remote analysis and resolution of issues.
Monitor incident tickets, investigate, test, resolve, and close or escalate cases as needed.
Collaborate with other STARLIMS support engineers in Europe for global support.
Recommend system modifications to reduce user problems.

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 creative and effective problem-solving abilities.

Willingness to learn and improve processes continuously.

Experience in a broad enterprise or cross-division business environment is preferred.

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

Capable of working both independently and as part of a team in a fast-paced, changing environment.

Effective at leveraging and engaging others to accomplish projects.

Strong communication skills at multiple organizational levels.

Ability to multitask, prioritize, and meet deadlines.

Excellent organizational and follow-up skills with attention to detail.

Experience as a Programmer with SQL language.

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

Fluency in English and Spanish, both written and spoken.

Nice to Have :

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

STARLIMS is an Equal Opportunity Employer. All qualified applicants will receive consideration 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 • Madrid, Area Metropolitana (comarca), España