Senior MES Implementation, Support Engineer
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Job Description
Senior MES Implementation & Support Engineer supporting Pharma MES modules across global manufacturing. Contributing to customer satisfaction and improving support processes in a fast-paced environment.
Responsibilities:
- Act as the frontline technical contact for customers, providing timely, accurate, and complete responses to support inquiries.
- Troubleshoot and resolve complex application issues using logs, diagnostics, database queries, and system analysis.
- Educate customers on platform functionality, usage, and best practices, building strong and trusted relationships.
- Work side by side with customers to support and implement the Vimachem Pharma 4.0 EBR module, from configuration through go-live and hypercare.
- Support user testing activities, troubleshooting issues and ensuring expected results are delivered in production environments.
- Analyze and document customer manufacturing and IT processes to ensure optimal system alignment and compliance readiness.
- Assist with the configuration of system settings, workflows, business rules, roles, and interfaces to meet customer requirements.
- Investigate and diagnose system behavior using logs, database queries, and integration traces.
- Support API/web-service–based integrations with ERP, equipment systems, historians, or other enterprise platforms.
- Collaborate closely with Professional Services, Product, Engineering, and Customer Success teams to continuously improve the platform, support processes, and implementation approach.
- Contribute to internal and customer-facing documentation, FAQs, troubleshooting guides, and implementation assets.
- Support the pre-Sales and Sales teams by delivering technical product demonstrations, participating in solution discussions, and contributing to the technical validation of customer requirements.
- Help create a proactive support environment by anticipating customer needs and identifying potential issues before they arise.
- Act as an internal advocate for innovation by exploring and applying AI-powered tools to improve efficiency, scalability, and customer experience across Support services.
Requirements:
- Bachelor’s degree (or equivalent experience) in Information Technology, Computer Science, Software Engineering, or a related field.
- Minimum 5 years of experience supporting and/or implementing enterprise software systems.
- Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
- Strong knowledge of Windows operating systems; Linux knowledge is a plus.
- Experience working with ticketing systems (e.g. Zendesk, Jira Service Management).
- Familiarity with Atlassian tools (Jira, Confluence).
- Demonstrated ability to prioritize effectively and remain flexible in a customer-driven environment.
- Excellent verbal and written communication skills, with high standards for documentation.
- Highly motivated, self-directed individual with a “can-do” and “will-figure-it-out” mindset.
Benefits:
- Performance-based bonus.
- Employee Stock Option Plan (ESOP).
- Health & Life insurance.
- Meal vouchers.
- Transportation and commuting support.
- Flexible working hours.
- Extra paid leave days (e.g., birthday leave, company celebration days off).
- Modern work environment with an open culture towards improvements and new ideas, supported by modern tools and equipment to do your job properly.
- A buddy system during onboarding and on-the-job learning with senior experts.
- Personal training budget.
- Participation in conferences, seminars, or industry events.
- Team-building activities, wellbeing initiatives, and company events.
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