Software support representative job description

This Role, Global Support Software Expert, is a remote position and the successful candidate will work in their own country, remotely

The Global Support Software Expert will work operationally alongside R&D (research and development) and Global Support teams in a strategic partnership that will raise the current support levels to a superior Tier 4 level.

This support position will report directly to the Global Support Lead and will focus on performing Tier 4 in-depth troubleshooting including database analysis, reading system logs and solving complex support issues that can be escalated by local and regional teams.

The role is responsible for proactively identifying critical software failures and presenting failure analysis reports that can be used to proactively prevent customer downtime at Regional and Local levels whilst having the ability to connect and engage with global training teams with upskilling advice.

The successful candidate will lead and support the software upgrades signoff criteria and assist in the preparations of the final release notes that will form part of the country launch packs to ensure a seamless launch process to regional and local teams.

A key success factor of this role will be your proactive relationship with different R&D (research and development) teams by showing your extensive technical product knowledge and ability to work to strict deadlines and structures required with product software's, the successful candidate should be a key participant in R&D (research and development) design meetings by bringing forward high levels of customer focus and providing customer feedback from the local countries.

The successful candidate should have high levels of drive & determination, a key asset to the role will be the ability to challenge teams due to being the focal point of support and being accountable to the regions and local teams.
Qualifications, Skills & Experience Required:

* Significant experience in a Tier 3 or above, Technical Support/Quality Assurance/Development related role at a global software company.
* Passion for troubleshooting, ability to come up with efficient solutions and workarounds for uncommon issues.
* Strong analytical and problem-solving skills, as well as fundamental working knowledge of client and server-side scripting, web technologies, APIs (Application programming interface) and communication protocols.
* Coding skills in one or more OOP (object-orientated programming) languages such as C# / Java - Advantage
* Knowledge and proven experience with writing SQL (structured query language) queries - A Must.
* Deep understanding of Windows and Linux OS (debugging and internals) - A Must.
* Knowledge of scripting languages such as Bash / Python - Advantage.
* Customer-oriented with excellent communication (English - written and verbal) and interpersonal skills.
* Technically adaptive, ability to learn new solutions, features/functionality, and communicate those in a value-added way to internal teams.
* Continuous learning mindset and detail-oriented approach.
* Ability to prioritize and switch between a variety of time-sensitive issues.
* Creativity and ability to think outside the box.
* Multi-tasking, self-learning, highly motivated and a team player.

For positions located in the United States and Puerto Rico - Subject to applicable law, all new hires (including internal transfers) must demonstrate that they are fully vaccinated against COVID-19 or that they qualify for a medical or religious exemption to this vaccination requirement. New hires (including internal transfers) to a position that, as determined by the Company, requires routine collaboration with external stakeholders (such as roles in health services or customer-facing commercial or research-based roles) ("Customer-Facing Role") who are not vaccinated must qualify for a medical or religious exemption and be in a position that the Company determines can accommodate unvaccinated employees without causing an undue burden to business operations. If, following dialog with the candidate as appropriate, it is determined that the candidate either a) does not qualify for a religious or medical exemption or, b) for candidates applying for Customer-Facing roles, it is determined that allowing the candidate to work without vaccination would cause an undue burden to the Company, the candidate will be ineligible for hire or transfer, or any offer of employment or transfer (if applicable) will be revoked. Please note that notwithstanding the approval of any reasonable accommodation, the Company reserves the right to monitor, modify, or revoke any such accommodation if it is determined, following dialog with the employee, that the accommodation is no longer effective or results in an undue burden to the Company.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

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Pay Transparency Nondiscrimination

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Residents of Colorado:

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Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

Yes

Hazardous Material(s):

Number of Openings:

2