We are seeking a skilled and proactive Product Support Engineer to join our Customer Support team. This role requires a strong understanding of technical troubleshooting with good communication and coordination skills. The ideal candidate will contribute to knowledge management, collaborate cross-functionally, and ensure high-quality support delivery to our customers.

Job Qualifications

• Troubleshoot and debug issues with Model N applications using SQL and other tools.
• Triaging customer-reported issues by analyzing expected product behavior and application data.
• Apply best practices in problem-solving after consulting with senior team members.
• Document and publish knowledge articles, papers, and technical documentation with minimal supervision.
• Proactively share new ideas and contribute to process improvements.
• Refer to internal knowledge repositories (documentation, known errors, etc.) to resolve issues efficiently.
• Collaborate with cross-functional teams to understand and resolve complex customer problems.
• Demonstrate a deep understanding of business processes and policies relevant to the product area.

Requirements

• Ability to debug and understand complex Java code
• Proficiency in SQL, including working with multiple tables, views, and subqueries.
• Basic to intermediate troubleshooting and debugging skills.
• Excellent communication skills, both written and verbal.
• Ability to document technical content and contribute to knowledge bases independently.
• Quick learner with the ability to adapt to new tools, technologies, and processes.
Good to Have:
• Familiarity with reporting tools such as Cognos and Looker.
• Exposure to customer communication
• Prior experience in enterprise software support or SaaS environments.
• Ability to work independently and in a team-oriented environment.
Note:
• The resource should be available to work from 12:00 PM IST to 12:00 AM IST, with a break from 5:30 PM IST to 8:00 PM IST.

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 https://www.modeln.com.