Sr. Technical Engineer (SQL, Java) - Customer Support (High Tech)

About the role

This role provides advanced, customer-facing data and application support for enterprise SaaS solutions serving High Tech and Semiconductor industry customers. The Sr. Technical Engineer acts as a senior escalation point for data, integration, and production issues, with strong emphasis on SQL-driven analysis, data integrity, and business continuity. The role is hands-on and support-oriented, requiring deep experience in data troubleshooting, understanding of semiconductor business processes, and close collaboration with cross-functional teams. Job Responsibilities Serve as L2/L3 support and senior escalation point for customer-reported data, integration, and application issues, ensuring compliance with SLA and service quality standards. Perform data-centric root cause analysis across raw data, parsers, application layers, and databases to resolve production incidents. Write and optimize complex SQL queries to analyze issues, validate data, perform corrections, and support customer requests. Troubleshoot and resolve issues related to data loads, exports, file processing, hierarchies, matching, and integrations. Support customer-specific configurations, data mappings, and custom business rules, particularly for High Tech / Semiconductor workflows. Assist with data fixes, reprocessing, reloads, and data migration activities in partnership with Engineering and Functional SMEs. Monitor system health, batch jobs, and data pipelines to proactively identify risks and prevent customer impact. Support new releases and feature rollouts through data validation, regression testing, and deployment support. Interface closely with Engineering, QA, Product, APM, CSM, and Infrastructure teams to drive timely and accurate issue resolution. Guide and mentor junior consultants on SQL, data troubleshooting, and support best practices. Create and maintain operational documentation, SOPs, data troubleshooting guides, and runbooks. Participate in post-incident reviews and continuous improvement initiatives focused on data quality, stability, and scalability. Willing to work in rotational shifts and weekends. Job Qualification 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 i n SQL and Relational DB s (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, feeds, integrations, batch jobs) Experience supporting customer-facing production systems, including incident management and escalations. Good understanding of High-Tech/Semiconductor industry concepts, subch as product hierarchies, pricing, channel data, revenue process etc.. data flows Ability to analyse issues across raw data, application logic, and database layers. Strong analytical, communication, documentation, and customer-facing skills. Ability to multitask and operate effectively in a fast-paced, global support environment Additional skills: Exposure to ITIL-based processes (Incident, Problem, Change Management). Experience with ticketing systems (e.g., Service Cloud, Jira or Zendesk) and monitoring tools. Familiarity with release management, deployments, and regression testing. 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 .

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