Sr. Technical Engineer (SQL, Java) - Customer Support (Life Sciences)

Requirements

• Bachelor's degree or equivalent experience in Computer Science, Engineering, or a related discipline.
• 4+ years of experience in enterprise application support, customer support or data operations roles.
• Strong expertise in SQL and Relational DBs (Oracle preferred) for troubleshooting and data analysis
• Working knowledge of Java/J2EE applications for logs review and basic debugging (not core development)
• Hands-on experience working in data processing environments (files, integrations, batch jobs)
• Experience supporting customer-facing production systems, including incident management and escalations.
• Strong analytical, communication, documentation, and customer-facing skills.
• Strong communication skills
• Additional skills:
• Exposure to ITIL-based processes (Incident, Problem, Change Management).
• Experience with ticketing systems (e.g., Service Cloud, Jira) and monitoring tools.

Additional Information

This role involves supporting customer-facing enterprise SaaS applications within the Life Sciences industry. The Senior Technical Engineer serves as a senior escalation point for production and data-related issues, with a strong focus on SQL-driven analysis, Java, troubleshooting, and maintaining data integrity. As part of the Model N Support team, the role requires managing and prioritizing complex issues across a diverse customer base, leveraging industry expertise and product knowledge to drive timely resolution of support tickets. The engineer independently engages with customer stakeholders to investigate and resolve issues, maintaining a holistic understanding of reported problems and their business impact. Key responsibilities include organizing and leading customer calls, proactively driving technical resolution strategies, and developing a deep understanding of customer business requirements. The role also demands the ability to professionally manage challenging customer situations with confidence and empathy. In collaboration with customer account teams, the engineer reviews ticket trends and dashboard reports to enhance the overall Model N customer experience and strengthen client relationships. Additionally, the role includes creating technical documentation and knowledge articles to promote best practices, streamline issue resolution, and support continuous process improvement. About Model N Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-add services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world's leading companies across more than 120 countries. For more information, visit www.modeln.com.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Model N? Share your experience