Software Support Engineer (Intern)

About MasterControl:

MasterControl Inc.

is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries.

Our mission is the same as that of our customers to bring life-changing products to more people sooner.

The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle.

Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance.

For more information, visit www.mastercontrol.com.
Summary

The Software Support Engineer (SSE) engages in code level application troubleshooting to enhance MasterControl customer’s experience.

The SSE conducts and provides root cause analysis while resolving advanced technical issues for our customers.

SSEs collaborate closely with service consultants, sales, support and other company resources to increase customer satisfaction and loyalty.

SSEs are responsible for the identification/ verification of software defects and reporting them to development.

while providing interim solutions when available and necessary.

This position works with other internal resources to ensure that issues are resolved in a timely fashion.

SSEs follow software support industry-standard best practices, concepts, and procedures.

A certain degree of creativity and latitude is required.

Full product training will be part of the onboarding process for the successful candidate

Responsibilities
Exceeding customer expectations by providing an individually tailored experience.
Identify and resolve customer software issues via emails, chat, etc.
Provide customers with knowledge regarding software functionality and best practices.
Identify and reproduce software defects.
Provide customers with root cause analysis.
Meet and exceed Service Level Agreements through effective issue management.
Develop and review Technical Documentation (Knowledge Articles).
Contributes to the departments’ Key Performance Indicators (KPI)
Provides backup support to other SSE team members.
Works directly with escalation engineers to assure resolution of critical customer issues.
Provide and participate in technical training and knowledge transfer for new or complex products.

Preferred Skills
Excellent customer relationship and advocacy skills
Superior software troubleshooting skills
Database management knowledge / MS SQL experience required
Attention to detail
Professional-level writing and communication skills
LDAP & Active Directory experience / knowledge desirable
Experience with AWS environment and services
Understanding of VMWare environments.

Strong experience desirable
Programming experience in (JavaScript, HTML, CSS, Angular, JAVA) preferred

Physical Demands and Working Conditions
May work a variety of schedule hours, as required
Why Work Here?

#WhyWorkAnywhereElse?

MasterControl is a place where Exceptional Teams come together to do their best work.

In fact, hiring Exceptional Teams is a core value of ours.

MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals.

We like to call it #TheBestTeamOnThePlanet.

We work hard to develop and challenge our employees’ skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture.

This is why we say #WhyWorkAnywhereElse?

MasterControl could be your next (and last) career move!

Here are some of the benefits MasterControl employees enjoy:
Competitive compensation
100% medical premium coverage (yes, you read that right!)
401(k) plan with company match
Generous PTO packages that increase with tenure
Schedule flexibility
Fitness clubs (you get paid to have fun and be active!)
Company parties and employee recognition programs
Wellness programs (free Fitbit, gym membership and athletic shoe reimbursements, etc.)
Onsite physician and massage therapist
Innovation center and gaming rooms at the office
Dental/vision plans
Employer paid life insurance policy
Much, much more!
Applicants must be currently authorized to work in the United States on a full-time basis.