Job Title

About UsRedica Systems is a SaaS start-up serving more than 200 customers within the life science sector, with a specific focus on Pharmaceuticals and MedTech. Embracing a hybrid model, our workforce is distributed globally, with headquarters in Pleasanton, CA.Redica's data analytics platform empowers companies to improve product quality and navigate evolving regulations. Using proprietary processes, we harness one of the industry's most comprehensive datasets, sourced from hundreds of health agencies and the Freedom of Information Act.Our customers use Redica Systems to more effectively and efficiently manage their inspection preparation, monitor their supplier quality, and perform regulatory surveillance.More information is .The RoleAs a Senior Technical Support Engineer reporting to the Technical Support Lead, you will play a crucial role in overseeing and coordinating the technical support operations within the organization. You will be responsible for resolving complex technical issues and maintaining high levels of customer satisfaction. Additionally, you will collaborate with other departments to identify and implement process improvements and contribute to the overall success of the organization.Key ResponsibilitiesHandle and resolve complex technical issues escalated by the support team or customersTroubleshoot problems, identify root causes, and implement effective solutions in a timely mannerMaintain a high level of customer satisfaction by ensuring prompt and accurate responses to customer inquiries and issuesCollaborate with cross-functional teams to identify areas for process improvement within the technical support functionTrack and analyze key performance metrics related to technical support, such as response time, resolution time, and customer satisfactionSupport AWS cloud-based application troubleshooting, including log analysis and service-level monitoring where requiredAssist with SSO configurations, authentication issues, access provisioning/deprovisioning, and user onboarding activitiesWork closely with DevOps and Engineering teams during incident management, deployments, and production issue triaging to ensure minimal service disruptionCoordinate incident response activities by engaging relevant stakeholders and following defined escalation pathsMaintain and execute incident management and communication runbooks during production incidents or customer-impacting outagesSupport customer-facing communications during incidents by providing timely updates and coordinating with internal teamsAssist in monitoring alerts, analyzing logs, and escalating issues based on impact and severityFollow secure operational practices aligned with SOC 2 and ISO 27001 requirements while handling customer environments and access-related requestsMaintain documentation of technical processes, troubleshooting steps, incident timelines, and standard operating proceduresProvide end-user technical support to internal employees and contractors, including troubleshooting of hardware, software, access, and connectivity-related issuesSupport internal SaaS applications and workplace tools including access provisioning, MFA support, and basic configurationAssist with onboarding and offboarding support activities such as account setup, device configuration, and access enablement based on approved requestsAbout YouCustomer Focus: Incorporates customer insights into decision-making to ensure high-quality technical support servicesTech Savvy: Anticipate and adopts innovations in SaaS platforms and cloud-based technology solutionsManages Complexity: Effectively solves technical problems across application, infrastructure, and access-related domainsDecision Quality: Makes timely and effective decisions to resolve issues efficientlyCollaborates: Engages in cross-functional problem-solving with Engineering, DevOps, and Security teamsCommunication Effectively: Provides clear and concise technical and incident-related updates to internal stakeholders and customersResilience: Learns from operational challenges and continuously improves support processesEngaged: Demonstrates competencies required to thrive in a fast-paced technical support environment as outlined hereQualificationsBachelor’s degree or foreign equivalent required from an accredited institution—will also consider three years of progressive experience in the specialty in lieu of every year of education At least 6+ years of experience in Information TechnologyExperience in Middleware & Backend technologiesExperience with AWS cloud environments and cloud-based application supportFamiliarity with SOC 2 and ISO 27001 compliance requirements in operational support contextsExperience in Troubleshooting/Logging/monitoring toolsBasic understanding of authentication mechanisms and access management conceptsFamiliarity with DevOps practices such as CI/CD environments and incident response workflowsStrong knowledge and expertise in computer systems, networks, software applications, and hardware componentsExperience in handling and resolving technical incidents, ensuring timely resolution, and minimizing customer impactProficiency in using ticketing systems or help desk software Familiarity with remote support tools and software for troubleshooting Experience in providing end-user technical support for internal employees and contractors, including hardware, software, and access-related troubleshootingFamiliarity with supporting workplace SaaS applications such as collaboration tools and productivity suitesExperience with onboarding and offboarding support activities, including user account setup, device configuration, and access enablementBasic understanding of endpoint management practices and remote troubleshooting toolsAdditional InformationTop Pharma Companies, Food Manufacturers, MedTech Companies, and Service firms from around the globe rely on Redica Systems to mine and process government inspection, enforcement, and registration data in order to quantify risk signals about their suppliers, identify market opportunities, benchmark against their peers, and prepare for the latest inspection trends. Our data and analytics have been cited by major media outlets such as MSNBC, WSJ, and the Boston Globe. We are committed to creating a diverse and inclusive workplace where everyone feels welcomed and valued. We believe that diversity of perspectives, backgrounds, and experiences is essential to our success. We are always looking for talented individuals who can bring unique skills and perspectives to our team.All your information will be kept confidential according to EEO guidelines.