Senior MES Implementation, Support Engineer

This is a fully remote position, open to applicants in Europe.

📋 Description

• Serve as the primary technical contact for customers, delivering prompt, precise, and comprehensive responses to support inquiries.

• Diagnose and rectify intricate application issues through the use of logs, diagnostics, database queries, and system analysis.

• Inform customers about platform functionalities, usage, and best practices, fostering strong and trustworthy relationships.

• Collaborate closely with customers to assist and implement the Vimachem Pharma 4.0 EBR module, from configuration to go-live and hypercare.

• Facilitate user testing activities, addressing issues and ensuring that anticipated outcomes are achieved in production environments.

• Evaluate and document customer manufacturing and IT processes to guarantee optimal system alignment and compliance readiness.

• Aid in the configuration of system settings, workflows, business rules, roles, and interfaces to fulfill customer requirements.

• Investigate and analyze system behavior utilizing logs, database queries, and integration traces.

• Provide support for API/web-service-based integrations with ERP, equipment systems, historians, or other enterprise platforms.

• Work closely with Professional Services, Product, Engineering, and Customer Success teams to enhance the platform, support processes, and implementation methods.

• Contribute to both internal and customer-facing documentation, FAQs, troubleshooting guides, and implementation materials.

• Assist pre-Sales and Sales teams by conducting technical product demonstrations, engaging in solution discussions, and contributing to the technical validation of customer requirements.

• Foster a proactive support environment by anticipating customer needs and identifying potential issues before they occur.

• Serve as an internal advocate for innovation by exploring and utilizing AI-powered tools to enhance efficiency, scalability, and the customer experience across Support services.

⛳️ Requirements

• Bachelor’s degree (or equivalent experience) in Information Technology, Computer Science, Software Engineering, or a related discipline.

• At least 5 years of experience in supporting and/or implementing enterprise software systems.

• Strong analytical and problem-solving abilities with proficiency in troubleshooting complex technical challenges.

• Robust knowledge of Windows operating systems; familiarity with Linux is an advantage.

• Experience with ticketing systems (e.g., Zendesk, Jira Service Management).

• Acquainted with Atlassian tools (Jira, Confluence).

• Proven capability to prioritize effectively and maintain flexibility in a customer-centric environment.

• Exceptional verbal and written communication skills, with a commitment to high-quality documentation.

• Highly motivated and self-directed individual with a proactive and resourceful mindset.

🏝️ Benefits

• Performance-based bonus.

• Employee Stock Option Plan (ESOP).

• Health & Life insurance.

• Meal vouchers.

• Transportation and commuting support.

• Flexible working hours.

• Additional paid leave days (e.g., birthday leave, company celebration days off).

• Modern work environment with an open culture encouraging improvements and new ideas, backed by advanced tools and equipment to perform your job effectively.

• A buddy system for onboarding and on-the-job training with senior experts.

• Personal training budget.

• Opportunities to attend conferences, seminars, or industry events.

• Team-building activities, wellbeing initiatives, and company events.