Technical Support Engineer (New York/New Jersey)

Technical Support Engineer Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating over 25 years of ground-breaking technological innovation across more than 38,000 trials and 12 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million registered users across approximately 2,300 customers trust Medidata's seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. A Dassault Systèmes brand, Medidata is headquartered in New York City and has been recognized as a Leader by Everest Group and IDC.The Technical Support Engineer is a technical expert who acts as the primary contact between different support teams and core engineering teams. They handle work requests (which can be internally or externally generated) that have been routed for diagnosis and implementation while regularly updating internal and/or external customers. The Technical Support Engineer will handle work requests directly, or solicit assistance from the core engineering teams within the R&D team for issues/defect reporting. They also identify application defects, then test and document them for the core engineering teams to fix as part of the product. The Technical Support Engineer is a seasoned analyst who has a proven record of customer satisfaction, a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the previous support teams.

Utilize AI generative tools to rapidly draft, format, and publish internal Knowledge Base articles, post-mortem root-cause analyses, and customer-facing resolution summaries. Use developer tools like GitHub Copilot within Visual Studio to trace codebase logic, debug application errors, and accelerate code reviews in Ruby, C#, JavaScript, and ASP.NET.Utilize advanced prompt engineering with LLMs such as Gemini or Copilot to investigate system logs, interpret API failures within Postman, and generate creative solutions for novel software issues. Utilize Medidata's proprietary AI models and internal language tools to securely analyze platform workflows and clinical trial data structures while maintaining strict compliance controls. Critically evaluate and validate all AI-generated technical solutions and code snippets against system logs and product documentation to ensure accuracy, safety, and compliance with clinical regulatory standards prior to implementation.

The salary range for positions that will be physically based in the NYC Metro Area is $79,500.00 to 106,000.00 The salary range for positions that will be physically based in the California Bay Area is $84,000.00 to 112,000.00 The salary range for positions that will be physically based in the Boston Metro Area is $78,000.00 to 104,000.00 The salary range for positions that will be physically based in Texas or Ohio is $70,125.00 to 93,500.00 The salary range for positions that will be physically based in all other locations within the United States is $71,250.00 to 95,000.00 Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides benefits, including medical, dental, life and disability insurance, 401(k) matching, family leave, flexible paid time off; and 10 paid holidays per year.