Senior Product Support Engineer

Job Description

We are seeking a technically skilled Senior Product Sustenance Engineer with experience in IT support and hands-on expertise in Support of product applications. The ideal candidate will be responsible for diagnosing and resolving technical issues, supporting end-users, and automating tasks to improve operational efficiency.

Key Responsibilities:

• Provide 1st and 2nd line technical support for LIMS application.

Design, write, and debug scripts to automate workflows, customize user interfaces, and enhance functionality within the LIMS platform.

• Maintain documentation of issues, solutions, and procedures.
• Collaborate with other IT teams to escalate and resolve complex problems.
• Ensure compliance with IT policies and data security standards.

Required Skills & Qualifications:

• Experience in IT support or helpdesk roles.
• Proficiency in VBScript for automation and task scheduling.
• Strong knowledge of Windows environments and networking fundamentals.
• Experience in writing SQL queries.
• Familiarity with ITIL practices and ticketing systems.
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple tasks.
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

SPECIFIC ASSIGNMENTS:

• Route tickets to the correct queue inside BMC Helix/Service now
• Track ticket status and follow up or escalate tickets that remain unresolved for too long

Not all locally submitted tickets are in English.

• The candidate should be able to manage this situation, for example by using automated translation tools to understand and process such tickets.

REQUIRED EXPERIENCE AND SKILLS:

Experience:

• Professional experience in software support
• Proven experience in using ticketing tools on BMC Remedy/service now
• Strong knowledge and hands-on experience with synchronous and asynchronous communication.
• Knowledge of modern software development methodologies and tools.
• Strong troubleshooting and debugging skills.
• Good working knowledge of MSSQL – SQL, T-SQL etc.
• Experience with usage of TFS
• Familiar UI testing and Unit Testing (MS Test/ Jasmine/ MOQ/ NUnit/ Karma etc.)

Skills:

• Excellent communication and debugging skills

Responsibilities

• Route tickets to the correct queue inside BMC Helix/ Service now
• Track ticket status and follow up or escalate tickets that remain unresolved for too
• He must support 1st level support of applications.