Technical Support Engineer

LORENZ IS HIRING! As a Technical Support Engineer, you'll provide first- and second-line technical support to pharmaceutical, biotechnology, medical device, and health agency customers, diagnosing issues, delivering fixes, and documenting defects so our R&D teams can resolve them in the product. Your work keeps mission-critical regulatory systems running—directly supporting patient safety, public health, and regulatory compliance worldwide. RESPONSIBILITIES Technical Support & Investigation Issue Ownership : Take ownership of internally and externally generated work requests—issues, software bugs, and customer problems—and drive them through to resolution while keeping internal and external customers regularly updated. Troubleshooting & Root Cause Analysis : Reproduce technical problems, diagnose causes, and identify temporary and interim-term solutions, distinguishing between application, database, operating system, network, and hardware problems. Fixes & Database Scripting : Develop appropriate fixes or SQL scripts against relational databases to resolve customer problems, or identify existing scripts or patches that must be applied. Defect Management : Debug applications; identify, test, and document newly found defects in JIRA for the core engineering teams, and solicit R&D assistance for unknown issues. On-Call : Participate in the weekend on-call rotation for critical issue escalation. Cross-Functional Collaboration Investigation & Triage Documentation : Document detailed investigational results so issues can be triaged to other departments for further investigation and/or resolution. Collaboration : Work with other LORENZ teams to ensure application efficiency, effectiveness, and conformance with regulatory and legislative controls. Team Collaboration : Share application knowledge with peers on the support team, contribute to troubleshooting on first- and second-line issues, and escalate complex problems to Tier III or engineering as needed. Operational Excellence Customer Communication : Present complex technical information clearly to non-technical audiences and communicate status, workarounds, and resolutions to clients. Knowledge Management : Provide accurate and complete problem-resolution documentation for future reference and management reporting, and contribute to the creation and maintenance of the knowledge base. Process Improvement : Provide general process analysis and recommend improvements to support workflows, tooling, and escalation paths. Continuous Learning : Continually increase subject-matter knowledge of LORENZ products and the regulatory workflows you support. Measures of Success Defect Recurrence Reduction : Reduced recurrence of customer-reported defects through effective root cause analysis and durable fixes rather than workarounds. Customer Satisfaction: Improved customer confidence and satisfaction on escalated issues, reflected in clear, proactive status communication throughout resolution. Knowledge Base Impact : High-quality documentation and knowledge base contributions that reduce resolution time on recurring issues. On-Call Reliability : Reliable coverage within the on-call rotation, with critical issues triaged and addressed promptly outside business hours. REQUIREMENTS Bachelor's degree, preferably in Computer Science, Information Systems, or Life Sciences, or equivalent engineering experience 1–3 years of technical support or software engineering experience in a regulated environment Knowledge of relational databases, with intermediate or better SQL skills (e.g., SQL Server, Oracle, PostgreSQL, MySQL) Hands-on experience with application debugging and root cause analysis Knowledge of JIRA for issue and defect tracking Sound analytical, organizational, and planning skills, with the ability to meet multiple team and customer objectives independently and in a deadline-sensitive fashion Customer focus and a proven proactive approach, with the ability to understand and define customer needs quickly and effectively Strong commitment to quality and attention to detail Outstanding verbal and written communication skills Ability to work independently and remotely with a team-focused approach within multi-disciplinary teams NICE TO HAVE Experience with the Cara Platform by Generis Experience with docuBridge Working knowledge of eCTD Understanding of regulatory processes and RIM Experience with C/C# Experience with Git Experience in the pharmaceutical, healthcare, or clinical industry Knowledge of AWS Knowledge of SAS analytics software Knowledge of the software development lifecycle (SDLC) WE OFFER A competitive salary and 401K plan Employee and family health and dental insurance Attractive vacation/holiday schedule Work flexibility/ability to balance work from home office