Product Support Engineer

The company Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead.

At the heart of the company are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.

As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

We are seeking a talented Product Support Engineer to join our Product Support team. You will be part of a young and exciting company that is recognized as the market leader in the SaaS space with our Industry Cloud for Life Sciences.

Our Product Support team is growing quickly in Poland and Hungary. As a member of the team, you will be tasked with supporting our customers, as well as internal stakeholders, such as our Consulting and Sales Engineering teams. You will work closely with Development and QA teams to diagnose, troubleshoot, and resolve complex issues. You will need to learn and adapt quickly, be persistent, and demonstrate “out of the box” thinking.

This is a full-time job with optional on-call responsibilities for weekend coverage. You must be based and be eligible for employment in Hungary, as the company does not anticipate providing support for an employment visa/permit process.

What You'll Do

• Provide global support covering all issues related to the company product suite

• Learn everything about our software and use that knowledge to ensure client success

• Support the client administrators across multiple organizations

• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues

• Handle inquiries regarding all technical issues and information requests on application capabilities, navigation, installation, or configuration

• Provide coordinated support for getting new releases and configuration changes into production

• Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds

• Be a client-facing representative of the Development and Product teams

• Document new processes and keep existing documentation and tools up to date as the environment changes

• Interface with engineering, product management, and professional services when necessary

• Attend daily meetings and provide status updates

Requirements

• 2+ years of support experience in 2nd- or 3rd-line product support positions

• The desire to learn new soft and technical skills

• Experience working closely with Development and Technical Operations

• Ability to diagnose and use industry-standard tools and techniques to ensure the application performs to client expectations (e.g., FTP, Postman, AWS Tools)

• Fluent in English, both written and verbal

• Analytical mindset, a natural problem solver with a hands-on approach

Nice to Have

• Understanding of Java, SSO, SQL, HTML

• Knowledge of Zendesk, Jira, and Confluence

Interviewing with the company

We value your time and believe in a transparent hiring process. Here is the process you can expect.

• Follow the application process and submit your resume.

• Within 3 days, you will receive a link to a personality assessment administered by a third party , unless you have already completed it with the company previously.

• Once you complete the assessment, our team will review your full application package and follow up via email with our decision.

• If moving to the interview stage, the process is as follows:

• A conversation with the hiring manager

• A practical case exercise

• A final conversation with our group's Senior Leader.

• Once all interviews are complete, the manager will be in touch with a final decision.

Perks & Benefits

• Cafeteria

• Private medical insurance

• Life assurance

• Glasses reimbursement

• Mobile phone & home internet reimbursement

• Commuting cost reimbursement

• Health & wellness programs

• Free snacks, fruits, and beverages in the office

• Free in-office lunch every Tuesday and Wednesday

Compensation

• Total compensation: 9,500,000 - 15,000,000 HUF

• The total compensation range listed here has been provided to comply with local regulations and represents a potential total compensation range for this role. Please note that actual total compensation may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position's total compensation may be composed of other types of compensation, such as variable bonus and/or stock bonus.

#RemoteHungary

#LI-Associate

The company’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

As an equal opportunity employer, the company is committed to fostering a culture of inclusion and growing a diverse workforce. Diversity makes us stronger. It comes in many forms. Gender, race, ethnicity, religion, politics, sexual orientation, age, disability and life experience shape us all into unique individuals. We value people for the individuals they are and the contributions they can bring to our teams.

If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at [link for members]