🛠 Tech Stack

💼 About This Role

You'll serve as a senior escalation point for enterprise SaaS applications in the Life Sciences industry, resolving complex production and data issues using SQL and Java. You'll drive timely resolution of support tickets while mentoring team members and improving customer experience.

🎯 What You'll Do

• Serve as L2/L3 escalation point for customer-reported application and data issues
• Manage high-volume ticket queue across multiple customers ensuring SLA compliance
• Perform root cause analysis and document resolutions
• Collaborate with Engineering, QA, and Product Management teams

📋 Requirements

• 4+ years in enterprise application support or data operations
• Strong expertise in SQL and relational databases (Oracle preferred)
• Working knowledge of Java/J2EE for log review and debugging
• Experience supporting customer-facing production systems

✨ Nice to Have

• Exposure to ITIL-based processes
• Experience with ticketing systems like Service Cloud or Jira

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Application Review· 1-2 weeks
2. 2Phone Screen· 30 min
3. 3Technical Interview· 1 hour
4. 4Hiring Manager Interview· 45 min
5. 5Offer· 1 week

🚩 Heads Up

• Role combines support engineer and mentor responsibilities expecting 4+ years experience
• Rotational shifts and weekend support required
• Lack of clear salary range