Senior MES Implementation, Support Engineer

🕒 March 24

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Vimachem - IIoT Pharma 4.0 AI Platform

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

💊 Pharmaceuticals

☁️ SaaS

🤝 B2B

Pharmaceuticals • SaaS • B2B

Vimachem - IIoT Pharma 4. 0 AI Platform is a composable, modular Manufacturing Execution System (MES) purpose-built for the pharmaceutical and biopharmaceutical industry. It provides electronic batch records, serialization and track-and-trace, weigh & dispense, digital work instructions, manufacturing analytics/OEE, bioprocess monitoring, and shop-floor integrations to ERP and equipment. The platform is delivered with services for MES implementation, digital transformation, computerized system validation (CSV), and serialization program management, and uses machine learning to drive predictive analytics and GMP-compliant automation for production quality and efficiency.

📋 Description

• Act as the frontline technical contact for customers, providing timely, accurate, and complete responses to support inquiries. • Troubleshoot and resolve complex application issues using logs, diagnostics, database queries, and system analysis. • Educate customers on platform functionality, usage, and best practices, building strong and trusted relationships. • Work side by side with customers to support and implement the Vimachem Pharma 4.0 EBR module, from configuration through go-live and hypercare. • Support user testing activities, troubleshooting issues and ensuring expected results are delivered in production environments. • Analyze and document customer manufacturing and IT processes to ensure optimal system alignment and compliance readiness. • Assist with the configuration of system settings, workflows, business rules, roles, and interfaces to meet customer requirements. • Investigate and diagnose system behavior using logs, database queries, and integration traces. • Support API/web-service–based integrations with ERP, equipment systems, historians, or other enterprise platforms. • Collaborate closely with Professional Services, Product, Engineering, and Customer Success teams to continuously improve the platform, support processes, and implementation approach. • Contribute to internal and customer-facing documentation, FAQs, troubleshooting guides, and implementation assets. • Support the pre-Sales and Sales teams by delivering technical product demonstrations, participating in solution discussions, and contributing to the technical validation of customer requirements. • Help create a proactive support environment by anticipating customer needs and identifying potential issues before they arise. • Act as an internal advocate for innovation by exploring and applying AI-powered tools to improve efficiency, scalability, and customer experience across Support services.

🎯 Requirements

• Bachelor’s degree (or equivalent experience) in Information Technology, Computer Science, Software Engineering, or a related field. • Minimum 5 years of experience supporting and/or implementing enterprise software systems. • Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues. • Strong knowledge of Windows operating systems; Linux knowledge is a plus. • Experience working with ticketing systems (e.g. Zendesk, Jira Service Management). • Familiarity with Atlassian tools (Jira, Confluence). • Demonstrated ability to prioritize effectively and remain flexible in a customer-driven environment. • Excellent verbal and written communication skills, with high standards for documentation. • Highly motivated, self-directed individual with a “can-do” and “will-figure-it-out” mindset.

🏖️ Benefits

• Performance-based bonus. • Employee Stock Option Plan (ESOP). • Health & Life insurance. • Meal vouchers. • Transportation and commuting support. • Flexible working hours. • Extra paid leave days (e.g., birthday leave, company celebration days off). • Modern work environment with an open culture towards improvements and new ideas, supported by modern tools and equipment to do your job properly. • A buddy system during onboarding and on-the-job learning with senior experts. • Personal training budget. • Participation in conferences, seminars, or industry events. • Team-building activities, wellbeing initiatives, and company events.