Senior Technical Engineer

Model N is looking to hire a Senior Technical Engineer report to our Associate Director, Customer Support. We are looking for someone who loves working with data, working with software and enjoys learning new technical skills in a fast-paced environment. A Product Support Consultant performs extensive customer service communication and technical support based on individual customer needs.  SQL, Excel, Jasper, Looker and a host of internal tools are used daily for compiling, filtering, sorting, reviewing, reporting and loading data.  

Responsibilities:

• Responsible for weekly/daily functional tasks, tracking of outputs and documentation/creation of processes.
• Trouble shoot and resolve escalated issues as required.
• Monitors a ticket queue and triage/work tickets as necessary.
• Respond to/work high priority tickets as required to meet SLAs.
• Interface with other members of the Tier 1 and Tier 2 support teams to ensure timely, efficient, and quality service delivery to all customers.
• Build and maintain a deep understanding of data flow for all customers, work with other teams and departments to ensure efficient and optimized data processing and flow.
• Partner with the Operations, Engineering, QA, CA and Partner Onboarding teams.
• Manage ad-hoc requests from internal and external clients.
• Maintain relationships with internal and external clients and assist with identifying and resolving issues and needs.
• Identify needs and solutions to help drive efficiency of the team and the department as a whole.
• Contributes procedural documentation as necessary.
• Contributes to/participates in customer business reviews as necessary.
• Actively collaborate on project-oriented work as necessary.
• Follow an established escalation process to Tier 3.

Qualifications:

• Bachelor’s degree or equivalent a plus.
• Minimum of 5+ years of relevant work experience in customer support or similar field required.
• Ability to identify resources, find information and work independently with minimal supervision.
• Ability to communicate effectively and professionally with internal and external customers and multitask in a fast-paced environment.
• Intermediate Excel skills including formulas, linked worksheets, formatting, editing, troubleshooting.
• Hours per week will be standard but must be willing to work off hours as required and be willing to change shifts as 24/7 coverage is needed.
• Intermediate Microsoft Windows 10/11, Outlook and Office Suite and SQL required.
• Strong familiarity with a DBMS like Oracle or SQL Server a plus.
• Knowledge of Salesforce.com and integration methods a plus.
• Experience working with databases and/or in data processing environments is a plus.
• Exposure and basic knowledge of a programming language required (Java a plus).
• Exposure and knowledge of a scripting language and XML a plus.

At Model N we offer fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidate’s relevant experience, education and/or certifications, location, training, and other skills. Positions are eligible to participate in either our employee bonus program or commission payments, depending on the nature of the role. Model N employees have the opportunity to become Model N shareholders through our employee stock purchase plan. 
Additionally, Model N offers a robust total rewards package that supports individuals to be their best and protects the well-being of participating dependents. Such benefits include medical, dental, vision, health savings, flexible savings, commuter benefits, matching 401K, ESPP, PTO, VTO, life insurance, pet insurance, employee assistance programs, mental health programs, charitable giving, coaching, career growth and much more. 
The base salary for this position will be $53,100 - $79,700.  If your salary expectations are outside of this range, feel free to apply and discuss your expectations with our recruiters.  We are constantly opening up new positions and you might match another opening at a different level. 
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At Model N, we believe our collective success stems from the uniqueness of every individual's diverse backgrounds, experiences, and expertise; we call this the N Factor. So don’t allow uncertainty to keep you from applying to join our team. If you don’t meet the exact criteria but can demonstrate your skillset is the best for the job, we’d love to talk with you. We’re curious to know, what’s your N Factor?      About Model N   Model N enables life sciences and high tech companies to drive growth and market share, minimizing revenue leakage throughout the revenue lifecycle. With deep industry expertise and solutions purpose-built for these industries,