MasterControl
life sciences
CustomerSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Engineer at MasterControl. Skills: Application technical support, Troubleshooting, Root cause analysis, Software defect identification and reporting, Customer satisfaction and loyalty. Provide in-depth application technical support to MasterControl customers. Carry out troubleshooting and root cause analysis while resolving advanced technical issues”
What You'll Achieve.
Increase customer satisfaction and loyalty; Ensure that issues are resolved in a timely fashion; Meet and exceed Service Level Agreements; Contributes to the departments' Key Performance Indicators (KPI)
Industry & Context.
Troubleshooting; Root cause analysis; Identification of software defects; Reproduction of software defects
Must be willing to work USA (MST) hours of operation to connect with North American clients, on a full time basis, May work a variety of schedule hours, as required, Travel may be required
What They're Looking For.
Must Have
Database management knowledge / MS SQL experience required, Professional English language, speaking/writing skills
Nice to Have
Excellent customer relationship and advocacy skills, Advanced application troubleshooting skills, Attention to detail, Professional-level writing and communication skills, LDAP & Active Directory experience / knowledge desirable, Understanding virtual environments. experience desirable, Programming experience / knowledge (Java Script, HTML) helpful, Proficient with Claude Code or similar
What You'll Do.
Provide in-depth application technical support to MasterControl customers
Carry out troubleshooting and root cause analysis while resolving advanced technical issues
Act as the customer’s first point of contact
Identify software defects and report them to development
Provide interim solutions when available and necessary
Ensure issues are resolved in a timely fashion
Follow technical support industry-standard best practices
Exceeding customer expectations by providing a tailored service experience
Identify and resolve customer issues via incoming calls
Provide customers with knowledge regarding software functionality and best practices
Provide Customers with root cause analysis and in-depth troubleshooting
Meet and exceed Service Level Agreements through effective incident management
Writing Technical Documentation (i. e. Knowledge Base Articles)
Contributes to the departments' Key Performance Indicators (KPI)
Performs software implementation
and upgrades to MasterControl customers
Updates and maintains reports for customers and key internal contacts
Provides backup support to other CSE team members
Works directly with escalation engineers to assure resolution of critical customer issues
Provide and participate in technical training and knowledge transfer for new or complex products
Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles
performs special projects
How You'll Work.
Team & Collaboration
Work with fellow team members, service consultants, sales operations, and other company resources; Works directly with escalation engineers to assure resolution of critical customer issues; Provide and participate in technical training and knowledge transfer for new or complex products; Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles
Communication Scope
Professional English language, speaking/writing skills; Professional-level writing and communication skills
Full Job Description
About MasterControl: MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit www.mastercontrol.com. SUMMARY The Customer Support Engineer (CSE) provides in-depth application technical support to MasterControl customers. The CSE carries out troubleshooting and root cause analysis while resolving advanced technical issues for our customers. CSEs work with fellow team members, service consultants, sales operations, and other company resources to increase customer satisfaction and loyalty. CSEs act as the customer’s first point of contact and are responsible for the identification of software defects as well as the reporting of such to development, while providing interim solutions when available and necessary. This position works with other internal resources to ensure that issues are resolved in a timely fashion. CSEs follow technical support industry-standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required. Full product training will be part of the onboarding process for the successful candidate Must be willing to work USA (MST) hours of operation to connect with North American clients, on a full time basis. RESPONSIBILITIES Exceeding customer expectations by providing a tailored service experience. Identify and resolve customer issues via incoming calls, emails, etc. Provide customers with knowledg
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