Application Support Engineer

Let’s Build the Next Industrial Revolution Together 

 
Behind every system is a person 

At Vimachem, we’re using technology to empower the people who manufacture medicines for our world. This is why we are developing the world’s biggest manufacturing intelligence AI platform. The platform is built using cutting-edge technology, written in a modern, testable, and object-oriented manner that promotes reusability, generic functionality, and high performance.
We use a microservice architecture that enables rapid, frequent and reliable delivery of large and complex applications. 

About Vimachem

We are a tech company with offices in Athens and NYC and a global leader in Software as a Service (Saas) for pharma/biotech manufacturing with enterprise customers in 25 countries across the globe.

Now we're hiring for you: an ambitious individual ready to help, contribute, and innovate, taking us to the next level.
Are you ready to be part of a team redefining the future of pharma manufacturing? Apply now!

Impact of the Role

In a nutshell? Make everyone’s life easier and better by helping pharmaceuticals companies producing faster medicines for our world!

As an Application Support Engineer, you will play a pivotal role in understanding and ultimately addressing our customer enquiries or reported issues around our application solutions.
You will be responsible for ensuring exceptional customer experiences and assisting with continuous improvements in our support and technology implementation processes where applicable.
Your work will significantly impact customer satisfaction and loyalty, directly influencing Vimachem’s reputation and success.

What will you do as an Application Support Engineer? 

• Provide a great quality level of support services, to create a positive customer experience ensuring the delivery of timely, accurate, and highly impactful issue resolution.

• Assist with creating a proactive environment where our Support team anticipates and identifies potential partner and customer needs or issues before they arise.

• Report to the Application Support Lead on the overall support status, urgent cases and their progress.

• Discuss with the Application Support Lead and the team about ideas, initiatives, blockers or other topics.

• Collaborate closely with cross-functional teams, including Product, Engineering, and Customer Success, to improve the overall customer experience.

• Participate in remediation efforts, perform system maintenance, and regular patching of our client’s IT infrastructure.

• Assist with technology and application solution implementations where applicable.

• Facilitate discussions with clients on technical support discussions or meetings.

• Write technical how-to and troubleshooting documents.

• Support user testing activities such as troubleshooting, reading error messages, and ensuring the expected results are delivered.

The main qualifications for the Application Support Engineer role are: 

• Bachelor's degree (or equivalent work experience or specialized training) in Information Technology (IT), Computer Science (CS), Software Engineering, or related discipline. 

• 5+ years of experience with application support.

• Strong knowledge of Windows operating systems. Knowledge about Linux systems and shell is a plus.

• Highly motivated and self-directed individual with the ability to act both as an individual contributor and team member.

• Strong analytical and problem-solving skills to identify and resolve technical issues efficiently.

• Familiarity with network administration & configuration.

• Understanding of database engines (MS SQL, PostgreSQL, MongoDB).

• Ability to read, parse and manipulate various technical formats such as XML and CSV.

• Able to work in a fast-paced multi-tasking environment.

• A demonstrated understanding of when and how to be flexible, and when and how to be firm.

• Excellent verbal and written communication skills, with high standards for documentation.

Working At Vimachem: 

We are building a strong, diverse team that values hard work, families, and personal wellbeing. 

Benefits of working with us include:

• Bonus scheme.

• We offer a hybrid working environment with outmost flexibility.

• Benefits package including Health insurance, Life insurance, Short-term Disability, Long-term Disability.

• Monthly allowance for lunch expenses.

• Continuous training and LinkedIn Learning accounts.

• A buddy will support you with onboarding.

• Company events, and free office snacks.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform manufacturing.