Customer Support Engineer

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🕒 2 days ago

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MasterControl Japan

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

💊 Pharmaceuticals

🧬 Biotechnology

SaaS • Pharmaceuticals • Biotechnology

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

• Exceeding customer expectations by providing a tailored service experience. • Identify and resolve customer issues via incoming calls, emails, etc. • Provide customers with knowledge regarding software functionality and best practices. • Identify and reproduce software defects for submission to development. • Provide Customers with root cause analysis and in-depth troubleshooting. • Meet and exceed Service Level Agreements through effective incident management. • Writing Technical Documentation (i.e. Knowledge Base Articles). • Contributes to the departments' Key Performance Indicators (KPI). • Performs software implementation, installation, and upgrades to MasterControl customers. • Updates and maintains reports for customers and key internal contacts. • Provides backup support to other CSE team members. • Works directly with escalation engineers to assure resolution of critical customer issues. • Provide and participate in technical training and knowledge transfer for new or complex products. • Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles. • As directed, performs special projects.

🎯 Requirements

• Must be willing to work USA (MST) hours of operation to connect with North American clients, on a full time basis. • Excellent customer relationship and advocacy skills. • Advanced application troubleshooting skills. • Database management knowledge / MS SQL experience required. • Attention to detail. • Professional-level writing and communication skills. • Professional English language, speaking/writing skills. • LDAP & Active Directory experience / knowledge desirable. • Understanding virtual environments. Strong experience desirable. • Programming experience / knowledge (Java Script, HTML) helpful. • Proficient with Claude Code or similar.

🏖️ Benefits

• Competitive compensation • Schedule flexibility • Fitness clubs (you get paid to have fun and be active!) • Company parties and employee recognition programs • Wellness programs • Much, much more!