Senior Technical Support Engineer

As a Senior Technical Support Engineer, you'll serve as our Tier III technical expert and the primary bridge between first/second-line support and our core engineering teams. You'll take ownership of the most complex escalations from pharmaceutical, biotechnology, medical device, and health agency customers, diagnosing root causes, 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
Tier III Escalation Ownership: Take ownership of internally and externally generated work requests escalated from first/second-line support—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, cloud infrastructure (AWS), 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.
Platform & Integration Support: Support LORENZ solutions and customer environments across AWS-hosted infrastructure, relational databases, and connected systems such as Veeva Vault, SAS analytics software, and content management systems (CMS).
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 Expertise: Act as a point of reference for the entire support team on application topics and resolve the majority of items escalated from first/second-line support.
Operational Excellence
Change Control & SDLC: Deliver fixes, patches, and data corrections in accordance with formal change control processes and the SDLC, maintaining the documentation required for validated, GxP-regulated environments.
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
Escalation Resolution Speed: Faster investigation and resolution of Tier III escalations, with minimal need for re-escalation to core engineering.
Defect Recurrence Reduction: Reduced recurrence of customer-reported defects through effective root cause analysis and durable fixes rather than workarounds.
Compliance & Delivery Consistency: Consistent, on-time delivery of fixes, patches, and data corrections within formal change control and SDLC requirements, with no compliance gaps in validated, GxP-regulated environments.
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.
Cross-Team Collaboration: Effective collaboration with core engineering, R&D, and cross-functional LORENZ teams on defect resolution and systemic improvements.
On-Call Reliability: Reliable coverage within the on-call rotation, with critical issues triaged and addressed promptly outside business hours.
Escalation Volume Reduction: Reduced escalation volume reaching Tier III and Engineering over time, reflecting stronger knowledge transfer from Tier III to first/second-line support and from Engineering to Tier III.
REQUIREMENTS
Bachelor's degree, preferably in Computer Science, Information Systems, or Life Sciences, or equivalent engineering experience
5–8 years of technical support or software engineering experience in a regulated environment, including resolving escalations as a senior or Tier III resource
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 AWS
Knowledge of SAS analytics software
Knowledge of change control processes
Knowledge of the software development lifecycle (SDLC)
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 content management systems (CMS)
Knowledge of Veeva Vault
WE OFFER:
Fully remote; work from home
Flexible work schedule
International work environment: We offer opportunities to work with customers and colleagues around the globe and travel the world to connect with end users at conferences and meetings
Modern workstation set up: Brand new, high end laptop for each new employee
Monthly home office and cellphone stipend
Generous paid vacation which increases based on years of service and paid sick leave
10 paid public holidays annually
Comprehensive health insurance plan: LORENZ covers 90% of employees' self-only insurance plans and 70% of employees' family insurance plans
401K match up to 4%
Professional development stipend
Employee referral bonus up to $5,000
LORENZGives: Each employee receives $500 and 2 working days per year to donate to a charity of their choice
Birthdays, holidays and work anniversary celebrations and so much more

Work arrangement
Yes