As a member of the Model N Support team, the Technical Engineer 1 is responsible for managing assigned support tickets while continuously building technical, business, and product expertise.

This role involves owning the ticket lifecycle, setting and meeting customer expectations, and providing clear, timely updates. The engineer actively participates in customer interactions, communicates progress effectively, and handles sensitive situations with guidance from senior team members.

Job Responsibilities

1. Technical & Professional Development

Continuously enhance business, product, and technical knowledge
Develop deep expertise in one or more functional or technical areas
Contribute to knowledge repositories and documentation

2. Ticket Management & Problem Solving

Analyse, troubleshoot, and resolve customer issues effectively
Provide frequent, clear updates and next steps to customers
Set and manage customer expectations throughout the ticket lifecycle
Participate in customer meetings and discussions
Communicate professionally, including handling sensitive issues with guidance
Collaborate with team members and support team decisions
Escalate issues appropriately when customer relationships are at risk

Technical Skills & Requirements

Core Technical Competencies

Troubleshooting and debugging skills (including log analysis)
Understanding of Model N application configurations and behaviour
Strong SQL skills (joins, subqueries, views, inline queries)
Familiarity with data dictionary and application architecture
Knowledge of reporting tools (e.g., Cognos, Looker)
Understanding of enterprise SaaS environments

Tools & Technologies

Experience with tools such as:

JSM, Oracle, SQL Developer
SharePoint, Excel
Ability to extract diagnostics (heap dumps, thread dumps, etc.)

Soft Skills & Competencies

Strong analytical and problem-solving skills
Effective written and verbal communication
Ability to work independently with minimal supervision
Customer-centric mindset

Adaptability and continuous learning attitude

Job Qualification

BE/BTech in Computer Science, Engineering, or related field (or equivalent experience)
2-3 Years of experience supporting enterprise-level software in a customer-facing environment
Experience in SaaS-based applications preferred

Success Factors

Consistently meets SLAs and commitments
Builds customer trust through effective communication
Demonstrates growth in technical and product expertise
Contributes to team knowledge and process improvements

About Model N

Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-add services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.