Customer Support Engineer

Job not on LinkedIn

🔥 7 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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MasterControl Japan

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

🍽️ Food & Beverage

📦 Logistics

Healthcare • Food & Beverage • Logistics

MasterControl Japan is a local branch of MasterControl that provides cloud-based quality management (QMS), manufacturing execution (MES), and AI-enabled platform solutions for regulated industries. It helps pharmaceutical, biotechnology, medical device, food and government life-science organizations automate document control, audit and training management, CAPA, electronic batch records (EBR/eDHR), validation, supplier and post-market management, and data analytics to ensure compliance, improve product quality, and accelerate time-to-market. The company also offers the ADAPT AI platform, MasterControl Insights analytics, industry-specific implementations, seminars and resources in Japan.

📋 Description

• Provide in-depth application technical support to MasterControl customers • Troubleshoot and perform root cause analysis for advanced technical issues • Resolve customer issues via incoming calls, emails, and other channels • Provide customers with software functionality knowledge and best practices • Identify and reproduce software defects for submission to development • Provide root cause analysis and in-depth troubleshooting • Meet and exceed Service Level Agreements through effective incident management • Write technical documentation, including Knowledge Base articles • Contribute to departmental Key Performance Indicators • Perform software implementation, installation, and upgrades for customers • Update and maintain reports for customers and key internal contacts • Provide backup support to other Customer Support Engineers • Work with escalation engineers to resolve critical customer issues • Provide and participate in technical training and knowledge transfer • Contribute to the knowledge base using Knowledge-Centered Support principles • Perform special projects as directed

🎯 Requirements

• Advanced application troubleshooting skills • Database management knowledge / MS SQL experience required • Professional-level writing and communication skills • Professional English language speaking/writing skills • LDAP and Active Directory experience/knowledge desirable • Understanding of virtual environments; strong experience desirable • Programming experience/knowledge in JavaScript and HTML helpful • Proficient with Claude Code or similar • Willingness to work USA hours of operation on a consistent basis • May work a variety of schedule hours as required • Travel may be required

🏖️ Benefits

• Competitive compensation • Schedule flexibility • Fitness clubs (you get paid to have fun and be active!) • Company parties and employee recognition programs • Wellness programs • Professional development and skillset development • Recognition of employee contributions • Collaborative workplace culture