Senior Technical Client Services Engineer

Tariffville, CT (full-time remote will be considered)

The Client Services Engineer is responsible for two key areas:

  • Onboarding and lifecycle management of clients
  • Technical Support for platforms and applications

As part of our Technology Solutions Team, reporting to the Senior Director of Technical Client Services, you will help support services and solutions of a global leading company in biomedical modeling & simulation with the mission of improving health and defeating disease.

Responsibilities:

  • Technical customer account onboarding and implementation of MetrumRGs technology solutions
  • Document technical requirements, schedules, and client interactions.
  • Assist with pre and post-sales engineering activities
  • Design, scope, and execution of implementation plans
  • Engage with customers to design and implement customized configurations that satisfy the needs of the customer and the vision of the product
  • Participate in designing  pre-engineered configuration options in the product
  • Provide technical support and serve as an escalation point for technical issues
  • Meet SLAs (internal and external) for all types of tickets and project timelines
  • Collaborate with other teams (devops and software engineering) during deployments and activities that impact customers
  • Document desired and emerging use cases, product enhancement, and bugs with MetrumRGs products.
  • Train more junior team members
  • Serve as a technical escalation point for support issues
  • Participate in on-call rotation

Qualifications (Required):

  • 10+ years experience in cloud computing managed hosting or application support
  • 3+ years experience with AWS
  • 3+ years experience with linux administration, including managing users, installing software, managing filesystems, etc.
  • 3+ years experience with configuration management (Chef, Puppet, Ansible ) or related field.
  • Proficient with versioning tools (Git, svn).
  • Experience with SSO/SAML integrations (OKTA, ADFS)
  • Proficient in one or more scripting languages, such as ShellScript or Python
  • Prior software engineering experience is a plus
  • Excellent oral and written communication skills.
  • Strong troubleshooting and critical thinking skills.
  • Strong attention to detail.

Education and Experience

AWS certification (any) is a big plus. Ideally, we prefer a 4-year college degree (technical or quantitative science) or equivalent work experience with evidence of proficiency and achievement in virtual infrastructure management and programming languages. Additional training and/or experience in virtualized infrastructure related tasks is preferred.

About Metrum Research Group
Metrum Research Group is a leading provider of biomedical modeling and simulation services in the U.S.A. and internationally. Founded in 2004, our experience spans R&D efforts for small molecule pharmaceuticals, biologic therapeutics, diagnostics, and medical device/drug-device combinations, across multiple therapeutic areas.

*Metrum Research Group is an equal opportunity employer.