Senior Product Support Engineer
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Job Description
Structured overview of role & requirementsAbout This Role
Provide 1st and 2nd line technical support for LIMS and related applications, including issue diagnosis and resolution.
Design, write, and debug scripts (primarily VBScript) to automate workflows and customize user interfaces within the LIMS platform.
Manage and track support tickets using BMC Helix/ServiceNow, escalating unresolved issues and maintaining documentation of issues and solutions.
Minimum Requirements
Professional experience in IT support or software support roles involving application troubleshooting.
Proficiency in VBScript and SQL (MSSQL, T-SQL) for automation and query writing.
Experience with ticketing tools such as BMC Remedy, BMC Helix, or ServiceNow, and knowledge of ITIL practices.
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
Ideal Candidate Profile
Experienced in supporting enterprise applications within Windows environments with strong troubleshooting and debugging expertise.
Familiar with synchronous and asynchronous communication channels, and capable of handling tickets in multiple languages using automated translation tools.
Comfortable managing and automating workflows, collaborating across IT teams, and working independently on multiple simultaneous tasks.