Technical Support Engineer

October 15, 2026

Hybrid

Middle

London

Indeed

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Includes on-call duty

Description

Technical Support Engineer for a clinical trials technology provider (a Dassault Systèmes brand), hybrid in-office role in London. The role acts as the primary contact between support teams and core engineering teams: handling work requests, diagnosing incidents, developing fixes and documenting solutions. Involves SQL scripting, defect reproduction, VIP customer calls and on-call rotations.

Responsibilities

Provide support for internal and external customers
Manage work requests that describe particular issues, software bugs or customer problems
Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied
Provide general process analysis and make recommendations for improvements
Participate in taking calls during business hours from VIP customers for urgent issues
Distinguish between application database, operating system, network and hardware problems and take ownership of issues through to resolution
Present complex technical information to non-technical audiences
Provide accurate and complete problem resolution documentation for future reference and management reporting
Take part in the creation and maintenance of knowledge base data
Continually increase subject matter knowledge on Medidata products
Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls
Reproduce technical problems, debug systems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients

Requirements

Experience using Incident Management and/or Project Management software
Experience with multiple integrated software products and services
Ability to query and modify data using SQL scripts
Experience working with customers to resolve complex issues in a professional manner
Finding innovative workarounds to issues
Knowledge of other programming languages such as Ruby and Javascript
Experience with Git, Visual Studio, Virtual Machines, Excel, Postman or any API/REST client
Team working skills
Bachelor's degree preferably in Computer Science, Information Systems or Life Sciences, or equivalent engineering experience
Basic experience with Ruby and HTML code
Experience with API and web services
SQL training or work experience
Basic experience with C#, Javascript, Visual Studio and ASP.NET

Conditions

Hybrid in-office role, employees are expected to work on site a certain number of days per week following Company policy
Participate in weekly and occasional weekend on-call rotations for off-hours important issues escalation
Medical, dental, family leave, life and disability insurance, a generous pension and 25+ paid holidays per year
Many non-sales positions are eligible for annual bonuses

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