Technical Support Engineer

Description:

TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

This is a unique role where the responsibilities, skills and competencies are a combination of a Technical Consultant and a Technical Support Engineer. In this position you would be a key resource to our customers in the Middle Eastern region that require a higher level of personal and onsite support. This would be for project implementation work where you would be responsible for executing technical deliverables to enable our customers to integrate their systems and their supply chain trade partners to TraceLink’s Opus Digital Network Platform. And you would provide post implementation support to our customers when they have questions, encounter issues or need training on the applications. This role requires a combination of technical, consultative, and interpersonal skills to be successful.

Responsibilities
 

• Configure customer environments using TraceLink best practices and Work Instructions.
• Design and document business processes to identify appropriate TraceLink configurations, integration points and event triggers.
• Translate customer user stories into requirements to create and modify solutions using our low code / no code application.
• Write technical design documents where required.
• Provide subject matter expertise on TraceLink’s data interfaces.
• Review, create, edit and test customer interfaces in various formats (CSV, XML, IDOC, EDI etc.).
• Support user testing activities such as troubleshooting, reading error messages and ensuring the expected results are delivered.
• Provide guidance on how global government regulations impact TraceLink configurations.
• Log product enhancements and defects into the TraceLink tracking systems.
• Provide deliverable status updates to the Project Manager in a timely, consistent and professional manner.