MASTERCONTROL, INC. Backline Technical Support Engineer in SALT LAKE CITY, Utah

About MasterControl MasterControl Inc. creates software solutions that enable life science and other regulated companies to deliver life-improving products to more people sooner. MasterControl's integrated solutions accelerate ROI and increase efficiencies by automating and securely managing critical business processes throughout the entire product lifecycle. More than 1,000 companies worldwide, ranging in size from five employees to tens of thousands, rely on MasterControl cloud solutions to automate processes for new product development, clinical, regulatory, quality management, supplier management, manufacturing and post-market surveillance. MasterControl solutions are well-known for being scalable, easy to implement, easy to validate and easy to use. For more information, visit www.mastercontrol.com . SUMMARY: A Escalation Enterprise Support Engineer (ESE) provides in depth, high-level technical support to internal and external MasterControl customers, utilizing Signature Service principles and providing world-class customer support. A Escalation ESE champions Knowledge Centered Support (KCS) as a KCS Contributor and KCS Publisher for company-wide Knowledge Base articles. As a Subject Matter Expert, A Escalation ESE provides educational presentations for MasterControl teams and customers that attend the annual MasterControl Summit. Escalation ESE's are responsible for the identification of software defects, replication, and the reporting of such to Engineering while providing interim solutions and workarounds when necessary. This position works with other internal resources to ensure that issues are resolved in a timely fashion. A Escalation ESE follows technical support industry standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required. A Escalation ESE is self-motivated and has the ability to work with minimal supervision. ESSENTIAL DUTIES AND RESPONSIBILITIES: Exceeding customer expectations by providing an individually tailored service experience Identify and resolve customer incidents via incoming calls, emails, etc. Adhere to team processes, alignment with team objectives and goals The identification, creation, and representation of software defects Provide in depth troubleshooting, analysis and workaround on advanced and complex issues Meet and exceed Service Level Agreements through effective incident management Works directly with stakeholders to assure resolution of critical customer issues Assisting ESE's with technical issues Mentor and provide training regarding how to approach and debug complex systems Taking lead and managing tasks for a responsibility beyond standard duties Creation and publication of Knowledge Base articles Subject Matter Expert Lead (SMEL) organizing knowledge distribution and training Maintain Enterprise Support's LAB environment Provide after-hours support as needed As directed, performs special projects Following company policy for expense reporting Prepare and Present MasterControl Essential Training sessions KNOWLEDGE, SKILLS, AND ABILITIES: Demonstrate ability to read and debug code Troubleshooting and understanding of network architecture Proficient with MS SQL and Oracle database LDAP & Active Directory experience - knowledge Demonstrate ability to perform heap and memory analyses, LAN trace, Profiler, and JDK tools Experience with SSL, Certificates, Cryptography, and other server security Experience with Enterprise networks (servers, topology, connectivity etc.) Experience with network and system architectures such as servers, databases, load balancers, and routers Understanding of VMWare environments. Strong experience desirable ITIL Certification MTA DB Fundamentals Ability to write precise and instructive Knowledge Base articles about technical issues Extensive customer service experience and-or training Excellent customer re