Jobless Developer
ValGenesis logo
ValGenesis

Posted 11 months ago

Open

Application Engineer Tier 1

LisbonHybridFull-time

AI Summary

Application Engineer at ValGenesis handles moderately complex software issues, provides guidance to entry-level team members, and aids in troubleshooting and system optimizations within a life-sciences software support context.

About this role

ValGenesis is a leading digital validation platform provider for life sciences companies. ValGenesis suite of products are used by 30 of the top 50 global pharmaceutical and biotech companies to achieve digital transformation, total compliance and manufacturing excellence/intelligence across their product lifecycle.
Learn more about working for ValGenesis, the de facto standard for paperless validation in Life Sciences: https://www.valgenesis.com/about

As an Application Engineer - Tier 1 at ValGenesis, you will refine your expertise in technical support, software troubleshooting, and customer service. Application Engineers at this level handle moderately complex software issues, provide guidance to entry-level application engineers, and contribute to system optimizations by collaborating with internal teams. This position is suited for individuals with growing experience in application engineering who are ready to develop deeper problem-solving abilities, engage in technical projects, and enhance internal processes.

Our hybrid schedule for this role is 4 days per week, within a reasonable commuting distance to our Lisbon office. We believe that in-person interaction and collaboration fosters creativity, and a sense of community, and is critical to our future success as a company.

Key Responsibilities

  • Knowledge & Application:
  • Demonstrate complete knowledge of application support, troubleshooting methodologies, and system workflows.
  • Analyze and resolve complex software-related issues, ensuring alignment with customer needs and regulatory compliance.
  • Provide in-depth technical support, guiding customers through intricate configurations and integrations.
  • Contribute to the development and refinement of troubleshooting documentation, knowledge base articles, and internal best practices.
  • Work with basic SQL queries and system logs to diagnose and resolve advanced technical issues.
  • Complexity & Problem-Solving:
  • Work on high-impact issues that require a combination of technical expertise and analytical thinking.
  • Diagnose and resolve recurring software challenges, identifying patterns.
  • Develop and implement structured problem-solving methodologies, ensuring efficient issue resolution.
  • Analyze ticket trends and provide data-driven insights to refine troubleshooting workflows and enhance support efficiency.
  • Ensure compliance with Service Level Agreements (SLAs), prioritizing cases based on business impact and urgency.
  • Collaboration & Interaction:
  • Provide structured mentorship to P1 and P2 engineers, guiding them in technical troubleshooting and system analysis.
  • Work closely with customers and stakeholders to ensure seamless implementation of technical solutions.
  • Lead weekly technical review meetings with peers and direct-line leader, presenting insights on complex cases and proposing process improvements.
  • Conduct internal training sessions, sharing advanced troubleshooting techniques and best practices.

    • Qualifications & Experience

  • Typically 2-4 years of experience in technical support, application engineering, or software troubleshooting.
  • Bachelor’s degree in computer science, Engineering, IT, or a related discipline (or equivalent work experience).
  • Basic Knowledge with SQL queries and system log analysis.
  • Background in the Life Sciences Industry (e.g., Pharma, Biotech, Validation, Cleaning Validation, Risk Management, or Manufacturing) is highly valued.
  • Excellent written and verbal communication skills, with the ability to articulate complex technical issues effectively.
  • Advanced problem-solving skills and attention to detail.
  • Ability to work independently while effectively collaborating across departments to resolve customer issues.
  • Strong commitment to customer service excellence, ensuring swift and accurate issue resolution.
  • Proficiency in Microsoft Office applications (Word, Excel) and experience working with ticketing and support management systems.
  • Strong technical documentation skills, with the ability to contribute to structured troubleshooting guides and process documentation.

    • Skills

    Application SupportData-driven TroubleshootingIntegrationsKnowledge BaseMicrosoft Office (Word, Excel)Problem-solving MethodologiesRegulatory ComplianceSoftware ConfigurationSQLSystem Logs AnalysisTicketing And Support SystemsTroubleshooting DocumentationTroubleshooting Methodologies

    Explore related jobs

    More jobs at ValGenesis

    Similar Application Support jobs

    Jobs in Lisbon

    Browse these categories

    Regulatory Compliance JobsSQL JobsJobs in LisbonJobs in Portugal