Technical Support Engineer

LORENZ IS HIRING!

As a Technical Support Engineer, you'll provide first- and second-line technical support to pharmaceutical, biotechnology, medical device, and health agency customers, diagnosing issues, delivering fixes, and documenting defects so our R&D teams can resolve them in the product. Your work keeps mission-critical regulatory systems running—directly supporting patient safety, public health, and regulatory compliance worldwide.

RESPONSIBILITIES

Technical Support & Investigation

• Issue Ownership: Take ownership of internally and externally generated work requests—issues, software bugs, and customer problems—and drive them through to resolution while keeping internal and external customers regularly updated.


• Troubleshooting & Root Cause Analysis: Reproduce technical problems, diagnose causes, and identify temporary and interim-term solutions, distinguishing between application, database, operating system, network, and hardware problems.


• Fixes & Database Scripting: Develop appropriate fixes or SQL scripts against relational databases to resolve customer problems, or identify existing scripts or patches that must be applied.


• Defect Management: Debug applications; identify, test, and document newly found defects in JIRA for the core engineering teams, and solicit R&D assistance for unknown issues.


• On-Call: Participate in the weekend on-call rotation for critical issue escalation.

Cross-Functional Collaboration

• Investigation & Triage Documentation: Document detailed investigational results so issues can be triaged to other departments for further investigation and/or resolution.


• Collaboration: Work with other LORENZ teams to ensure application efficiency, effectiveness, and conformance with regulatory and legislative controls.


• Team Collaboration: Share application knowledge with peers on the support team, contribute to troubleshooting on first- and second-line issues, and escalate complex problems to Tier III or engineering as needed.

Operational Excellence

• Customer Communication: Present complex technical information clearly to non-technical audiences and communicate status, workarounds, and resolutions to clients.


• Knowledge Management: Provide accurate and complete problem-resolution documentation for future reference and management reporting, and contribute to the creation and maintenance of the knowledge base.


• Process Improvement: Provide general process analysis and recommend improvements to support workflows, tooling, and escalation paths.


• Continuous Learning: Continually increase subject-matter knowledge of LORENZ products and the regulatory workflows you support.

Measures of Success

• Defect Recurrence Reduction: Reduced recurrence of customer-reported defects through effective root cause analysis and durable fixes rather than workarounds.


• Customer Satisfaction: Improved customer confidence and satisfaction on escalated issues, reflected in clear, proactive status communication throughout resolution.


• Knowledge Base Impact: High-quality documentation and knowledge base contributions that reduce resolution time on recurring issues.


• On-Call Reliability: Reliable coverage within the on-call rotation, with critical issues triaged and addressed promptly outside business hours.

REQUIREMENTS

• Bachelor's degree, preferably in Computer Science, Information Systems, or Life Sciences, or equivalent engineering experience


• 1–3 years of technical support or software engineering experience in a regulated environment


• Knowledge of relational databases, with intermediate or better SQL skills (e.g., SQL Server, Oracle, PostgreSQL, MySQL)


• Hands-on experience with application debugging and root cause analysis


• Knowledge of JIRA for issue and defect tracking


• Sound analytical, organizational, and planning skills, with the ability to meet multiple team and customer objectives independently and in a deadline-sensitive fashion


• Customer focus and a proven proactive approach, with the ability to understand and define customer needs quickly and effectively


• Strong commitment to quality and attention to detail


• Outstanding verbal and written communication skills


• Ability to work independently and remotely with a team-focused approach within multi-disciplinary teams

NICE TO HAVE

• Experience with the Cara Platform by Generis


• Experience with docuBridge


• Working knowledge of eCTD


• Understanding of regulatory processes and RIM


• Experience with C/C#


• Experience with Git


• Experience in the pharmaceutical, healthcare, or clinical industry


• Knowledge of AWS


• Knowledge of SAS analytics software


• Knowledge of the software development lifecycle (SDLC)

WE OFFER

• A competitive salary and 401K plan


• Employee and family health and dental insurance


• Attractive vacation/holiday schedule


• Work flexibility/ability to balance work from home office