Application Engineer

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Val Genesis is a leading digital validation platform provider for life sciences companies.
Val Genesis suite of products are used by 30 of the top 50 global pharmaceutical and biotech companies to achieve digital transformation, total compliance and manufacturing excellence/intelligence across their product lifecycle.
Learn more about working for Val Genesis, the de facto standard for paperless validation in Life Sciences: As an Application Engineer Tier 1 - Developing-Level at Val Genesis, you will refine your expertise in technical support, software troubleshooting, and customer service.
Application Engineers at this level handle moderately complex software issues, provide guidance to entry-level application engineers, and contribute to system optimizations by collaborating with internal teams.
This position is suited for individuals with growing experience in application engineering who are ready to develop deeper problem‐solving abilities, engage in technical projects, and enhance internal processes.
Key Responsibilities Apply advanced troubleshooting methodologies, using structured problem‐solving techniques to resolve technical issues.
Analyze and resolve a variety of software‐related issues, ensuring solutions align with customer needs and compliance requirements.
Provide direct technical support to customers, guiding them through system workflows, configurations, and best practices.
Contribute to knowledge base articles, FAQs, and process documentation, ensuring troubleshooting information remains up to date.
Work on problems of moderate scope, where data evaluation and troubleshooting require deeper analysis than entry‐level roles.
Diagnose and resolve recurring technical issues, identifying patterns and recommending process improvements.
Improve internal troubleshooting workflows, documenting new technical solutions for cross‐team learning and efficiency.
Ensure compliance with Service Level Agreements (SLAs), prioritizing support tasks based on urgency and impact.
Build productive relationships with cross‐functional teams, including Product, Engineering, and Customer Success.
Provide mentorship to entry‐level engineers, guiding them through troubleshooting techniques and system analysis.
Work closely with customers and end‐users, ensuring technical solutions are well understood and properly implemented.
Participate in daily or weekly technical review meetings with direct lead, discussing challenging cases, resolution strategies, and process enhancements.
Contribute to internal training sessions, sharing expertise on troubleshooting methodologies and creating CTS internal training materials.
Communicate effectively with non‐technical users, simplifying complex issues into actionable guidance.
Qualifications & Experience Typically requires 1‐2 years of experience in technical support, application engineering, or software troubleshooting.
Bachelor's degree in Computer Science, Engineering, IT, or a related discipline (or equivalent work experience).
Background in the Life Sciences Industry (e.G., Pharma, Biotech, Validation, Cleaning Validation, Risk Management, or Manufacturing) is highly valued, including roles in Computer System Validation (CSV), Cleaning Validation, Process Validation, or Commissioning & Qualification (CQV).
Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a clear and concise manner.
Strong problem‐solving skills with keen attention to detail.
Ability to work effectively in a team‐oriented environment, collaborating across departments to resolve customer issues.
Commitment to providing exceptional customer service, ensuring efficient issue resolution and customer satisfaction.
Communicate in a professional manner (both within and outside immediate team), showcasing customer service skills, common courtesy and tact.
Strong time management and organizational skills.
Proficiency in Microsoft Word and Excel.
Strong documentation skills, with the ability to write structured troubleshooting steps for knowledge‐sharing.
We're on a Mission In ****, we disrupted the life sciences industry by introducing the world's first digital validation lifecycle management system.
Val Genesis VLMS® revolutionized compliance‐based corporate validation activities and has remained the industry standard.
Today, we continue to push the boundaries of innovation ― enhancing and expanding our portfolio beyond validation with an end‐to‐end digital transformation platform.
We combine our purpose‐built systems with world‐class consulting services to help every facet of Gx P meet evolving regulations and quality expectations.
The Team You'll Join Our customers' success is our success.
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