Application Support Engineer (with SQL)

Your new company 

For our client from Wroclaw we are looking for an Application Support Engineer.

Your new role 

• Work with other globally located (UK, US, Poland) Support staff to balance the support workload and increase responsiveness to customers.

• Provide support for customers with a focus on working shift hours to cover one or all (on a rota basis) the following time zones:
o US East Coast 8am to 5pm (Eastern Time EDT/EST)
o UK 8am to 5pm
Due to the differences between public holidays in Poland and the US, there may be some requirements to work on Polish public holidays in order to provide support to our US customers. In these situations, time off in lieu can be taken, preferably on US public holidays.

• Work towards the timely (within agreed SLA) resolution of support issues arising from company's systems installed at Customer sites:
o Investigate customer-reported issues via remote access (e.g. VPN, Webex etc.) to customer systems.
o Gather sufficient, suitable evidence to allow further diagnosis by other staff.
o Perform data fixes or configuration changes to resolve issues or work around problems.
o Keep detailed records in support issue and change request systems.
o Test and apply fixes such as remedial scripts/patches and/or co-ordinate the application of patches through appropriate customer representatives.

• Maintain an active and excellent working relationship with customers.
• Develop a strong functional knowledge of company's system and gain a detailed understanding of the inner workings of company's product suite.
• Work closely with the Software Development group to highlight problems and raise change requests (CRs) that will eliminate/alleviate appropriate customer support issues.
• Participate in regular support telephone conferences with Customers.
• Understand various products and systems (such as automated stores, liquid handlers and informatics systems) in use at customer sites
• Take responsibility for the maintenance of internal Test systems which mimic customer installations
• Participate in process improvement activities within the support team, and other work such as documentation.

What you'll need to succeed 

• 2+ years of experience in a customer facing application facing support role
• Strong SQL skills (Oracle preferred). Understanding of performance problems, and ability to understand/debug PL/SQL.
• Proficient with Windows (desktop/server)
• Ability to diagnose & address application issues
• Complex problem solving

Nice to have:
• A technical background in software, research informatics or engineering. Past experience in software development is advantageous.
• Ability to read and understand C# & .NET would be advantageous but not essential
• Familiarity with sample management operations/systems or other relevant life science/bio-pharmaceutical industry experience is advantageous.

What you need to do now 

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

Hays Poland sp. z o.o. is an employment agency registered in a registry kept by Marshal of the Mazowieckie Voivodeship under the number 361.