Application Support Engineer Company: Norstella Location: Remote, India Date Posted: Jan 9, 2025 Employment Type: Full Time Job ID: R-791 **Description** **About Norstella** At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker—and help patients in need. Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time. Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients: + Citeline – accelerate the drug development cycle + Evaluate – bring the right drugs to market + MMIT – identify barrier to patient access + Panalgo – turn data into insight faster + The Dedham Group – think strategically for specialty therapeutics By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India. **The Role:** As part of the Technical Support Team, you will be required to work closely with Cloud Operations, Product Management, and Development to provide product knowledge, configuration assistance, and second level technical support to Norstella’s client base. As a Tier II Engineer and the first escalated contact for client requests, you support the Norstella SaaS platforms as well as the related Integrations that work with it. You will work hand in hand with the different Support teams as well as the established Tier II team.This role is frontend user support with the opportunity to learn backend systems. **Responsibilities:** + Provide tier two technical support for Norstella’s SaaS platforms and related integrations + Triage technical issues, resolve problems independently and escalate where appropriately. + Taking ownership of client technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication + Enhancing internal and external knowledge-base solutions with effective articles + Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals + Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical requests + Identify and escalate issues through our SWARM process + Document actions in tickets to effectively communicate information internally and to clients **Requirement:** + 5+ years of experience in supporting SaaS solutions for international customers + BS Degree or equivalent skill experience + Excellent communication skills and the ability to work in a fast-paced, team environment + Experience in a cloud (SaaS) environment + Very customer-oriented and friendly - drive to achieve a satisfied client, not just a technical resolution + Self-starter, able to learn new technologies "on the fly" + Collaborative team player + Ability to prioritize, manage time effectively and multitask **Desirable:** + SQL scripting experience. + Automation (Terraform) and/or JavaScript scripting experience. + Base understanding and experience with AWS and/or Azure. + Experience with object-oriented programming languages (i.e. – Java, C#) **Benefits:** + Health Insurance + Provident Fund + Reimbursement of Certification Expenses + Gratuity + 24x7 Health Desk **The guiding principles for success at Norstella:** **01: Bold, Passionate, Mission-First** We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do. **02: Integrity, Truth, Reality** We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals. **03: Kindness, Empathy, Grace** We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication. **04: Resilience, Mettle, Perseverance** We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission. **05: Humility, Gratitude, Learning** We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking. _Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment._ _Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you._ Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.